Informacje o stanowisku

Our Purpose

Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we’re helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart, and accessible. Our technology and innovation, partnerships, and networks combine to deliver a unique set of products and services that help people, businesses, and governments realize their greatest potential.

Title and Summary

Customer Technical Services Analyst I (B2B) Job Description

Mastercard Processing S.A. is a fully Mastercard owned processing asset, a brand agnostic payment processing company. Over the past few years, Mastercard Processing S.A. has developed its business and expanded into other EU countries. We offer comprehensive payment solutions to banks, financial institutions, and non-traditional issuers (i.e. FinTech, retailers). We drive innovation in the area of card processing covering both physical and digital space.

Mastercard Processing S.A. has invested in the best-in-class solutions in order to support end-to-end product lifecycle including a wide range of value-added services, as well as customer support via different servicing channels. Mastercard Processing S.A.s mission is to deliver innovative and reliable payment processing solutions. Our company leverages industry best practices combined with payment expertise to drive client revenue and profitability.

The role:

This position will be accountable for providing end-to-end operational and technical support for existing customers according to established policies and procedures to ensure excellent professional standards and quality within agreed SLA. Monitors day-to-day operations to ensure that support delivered to consumers meets established product/service standards and follows Global Customer Support policies and procedures.

All About You:

1. You will need excellent written and spoken Polish and English (Essential)
2. Experience in Operational and Technical Support delivery to B2B customers
3. Responds to customer requests received via a number of channels including telephone calls and emails, ensuring that SLAs and KPIs in a 24/7 system (shift work)
4. Accountable for end-to-end process ownership of client service requests and the coordination of teams to resolve issues timely
5. Experience troubleshooting and responding to routine consumer product/service inquiries with high-quality resolutions
6. Very well versed in current products, services, and processes support practices and tools including troubleshooting, issue tracking, log investigation, and ticket management
7. Demonstrated knowledge and understanding of Mastercard and Visa rules and policies is nice to have
8. General understanding of Internet protocols and API specifications is nice to have
9. At least Bachelor’s degree or during studies, preferably in finance or similar area
10. Fast learner, sharp thinking, investigative mind, and true dedication to solve customer problems
11. Good team player with strong verbal and interpersonal communication skills
12. Know-how of the card and finance industry is nice to have

Corporate Security Responsibility

All activities involving access to Mastercard assets, information, and networks come with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must:

• Abide by Mastercard’s security policies and practices
• Ensure the confidentiality and integrity of the information being accessed
• Report any suspected information security violation or breach
• Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines

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