Customer Technical Services Analyst Ii

2 months ago


القاهرة, Egypt Mastercard Full time

Our Purpose

We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. We cultivate a

culture of inclusion

for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team - one that makes better decisions, drives innovation and delivers better business results.

Title and Summary

Customer Technical Services Analyst II

Overview
- Based within Gateway Support you will provide Level 2 technical support to the Mastercard Level 1 Legacy Payment Gateway Support team in Manila, Philippines, as well as internal and external customers. Hours of work are 40 hours per week which are worked between 7:00 a.m. and 7:00 p.m., Sunday to Thursday.

However, from time to time you may be required to work beyond the stipulated hours due to operational requirements. Your Base Salary includes payment for all hours worked. You will not be entitled to any additional payment in respect of additional hours worked unless otherwise specified.
- You will need to bring with you to this role your drive to learn and develop as well as demonstrate effective communication skills in both written and verbal forms

Role
- Manage the administration of merchant on boarding, profile configuration and reporting
- Provide second level technical support to the Level 1 Legacy Support team based in Manila Phillipines for the purpose of providing operational support of the MasterCard Legacy Payment Gateway platform;
- Supports and manages escalated technical incidents that are recorded and tracked within the CRM system and where required, raised to the Engineering team for development/bug fixes.
- Prepare and distribute communications with customers, partners, services providers and other MasterCard departments, including communications throughout incidents, as well as general reporting and informational communications;
- Complete daily, weekly and monthly administration tasks;
- Complete daily handover meetings with the Asia Pacific and US teams to ensure continuous follow the sun support
- Ensure that the Manager is always informed of workload status and details of key issues;
- Work to ensure that the team can meet or exceed agreed Service Level Agreements
- Adhere to and follow MasterCard policies and procedures in all activities;
- Continuously develop knowledge of all relevant MasterCard products and services;
All About You
- Experienced in a technical customer service role
- Proven ability to communicate effectively and work collaboratively with a diverse audience and adjust language style to meet needs of the audience as required
- Ability to utilize APIs and use Postman.
- Splunk experience is a plus
- SQL basic knowledge
- Knowledge of eCommerce/payments industry products and services
- An understanding of the internet, web programming languages and IP networking
- Proven ability and excellent track record in meeting and exceeding customer specific SLA's coupled with solid problem-solving skills

Corporate Security Responsibility

All activities involving access to Mastercard assets, information, and networks comes 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, and- Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.



  • القاهرة, Egypt Mastercard Full time

    Our Purpose We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our...


  • القاهرة, Egypt Aveva Full time

    AVEVA is a global leader in industrial software. Our cutting-edge solutions are used by thousands of enterprises to deliver the essentials of life - such as energy, infrastructure, chemicals and minerals - safely, efficiently and more sustainably. We’re the first software business in the world to have our sustainability targets validated by the SBTi, and...

  • Service Desk Analyst

    2 months ago


    القاهرة, Egypt Givaudan Full time

    Step into our world of creativity and joy! Service Desk Analyst - Join us and celebrate the beauty of human experience. Create for happier, healthier lives, with love for nature. Together, with kindness and humility, we deliver food innovations, craft inspired fragrances and develop beauty and wellbeing solutions that make people look and feel good....


  • القاهرة, Egypt Envision Employment Solutions Full time

    Envision Employment Solutions is currently looking for Technical Support Analyst (German Speaking) for one of our partners, a global leader in consulting, digital transformation, technology and engineering services. **Responsibilities**: - Uphold exceptional customer service standards, following Capgemini's quality guidelines. - Leverage the Intelligent...


  • القاهرة, Egypt Contentsquare Full time

    We are seeking a highly skilled and motivated Data Analyst to join our team at Contentsquare. In this role, you will play a crucial part in our value creation and innovation efforts. Collaborating closely with our UX/UI Designers and Customer Success Managers, you will undertake various data analysis projects and services for our clients. As an analyst, you...


  • القاهرة, Egypt Fosroc Full time

    **Vacancy**: **Job title** - IT Service Delivery Analyst**Department** - Administration**Close date** - 31st Oct 2024**Location** - Cairo*** **Job description**: **Job description** - he Service Delivery Analyst role is to deliver a high level of support to all JMH Group end-users across multiple sites, providing a high level of expertise and best practices...


  • القاهرة, Egypt Giza Systems EG Full time

    **Sourcing and Procurement**: - In coordination with the (i) the “business” (All company Operation Line of Business) and (ii) the Procurement strategy, identify the need to organize and execute procurement activities - Based on (i) supplier market research and, (ii) analysis of suppliers’ expenditures analysis, frame relevant sourcing recommendations...


  • القاهرة, Egypt Giza Systems Full time

    The Role **Job Description Sourcing and Procurement**: - In coordination with the (i) the "business" (All company Operation Line of Business) and (ii) the Procurement strategy, identify the need to organize and execute procurement activities - Based on (i) supplier market research and, (ii) analysis of suppliers' expenditures analysis, frame relevant...

  • Tax Analyst

    2 months ago


    القاهرة, Egypt Atlas Copco Services Egypt Full time

    **Tax Analyst**: - Functional area: Finance- Country: Egypt- City: Cairo- Company name: Atlas Copco Services Egypt- Date of posting: Oct 17, 2024 Our solutions are a key part of most industries - electronics, medical research, renewable energy, food production, infrastructure and many more. Working with us means working with the latest technologies and...


  • القاهرة, Egypt Halliburton Full time

    We are looking for the right people — people who want to innovate, achieve, grow and lead. We attract and retain the best talent by investing in our employees and empowering them to develop themselves and their careers. Experience the challenges, rewards and opportunity of working for one of the world’s largest providers of products and services to the...


  • القاهرة, Egypt Elegant Public Services Full time

    **Job Title**: Customer Services (Call Center) Manager **Company**: Elegant Public Services **Location**: Nozha, Cairo **About Us**: Elegant Public Services is an international consultancy firm dedicated to guiding clients through the most suitable immigration and educational pathways. We assist in preparing their files to start the process and support...


  • القاهرة, Egypt Sutherland Global Services Full time

    **Customer Service Representative** **Company**: Sutherland Egypt **Location**: Fifth Settlement, New Cairo **Salary**: 15,600 EGP NET + Overnight Allowance **About the Role**: Join the Sutherland Family as a Customer Service Representative! If you’re passionate about helping people and delivering great customer experiences, we want you on our team....

  • Business Analyst

    4 months ago


    القاهرة, Egypt Envision Employment Solutions Full time

    Envision Employment Solutions is currently looking for a Business Analyst for one of our partners, a global leader in consulting, digital transformation, technology and engineering services. This position requires flexibility to work on US times and flexibility to travel abroad when needed. **Responsibilities**: - Elicit and prepare customer’s business...


  • القاهرة, Egypt Ericsson Full time

    **Join our Team**: **About this opportunity** Customer Technical Manager (CTM) is responsible for Local Support operational and technical issues for dedicated customers on a day-to-day basis. This role is a mix of technical/operational and team leading responsibilities, which means that the CTM should have good technical competence to lead customer...

  • Investment Analyst

    4 months ago


    القاهرة, Egypt IFC Systems Corporation Full time

    **Investment Analyst** **Job #**: - req29060**Organization**: - IFC**Sector**: - Investment**Grade**: - GE**Term Duration**: - 3 years 0 months**Recruitment Type**: - Local Recruitment**Location**: - Cairo,Egypt**Required Language(s)**: - English**Preferred Language(s)**: - Arabic ,French**Closing Date**: - 9/13/2024 (MM/DD/YYYY) at 11:59pm...


  • القاهرة, Egypt Souq.com for E-Commerce LLC Full time

    Experience defining requirements and using data and metrics to generate business insights. - Bachelor’s degree in Engineering, Mathematics, Statistics or similar quantitative discipline. - 2-3 years in relevant experience as Business Analyst, Data Scientist, Business Intelligence Engineer, Data Engineer, or equivalent. - Technical skills - Advanced...

  • Data Analyst

    3 months ago


    القاهرة, Egypt invygo Full time

    **About invygo** Founded in 2018 and headquartered in Dubai, invygo aims at simplifying the process of getting a car. With the success of our expansion to Saudi Arabia in 2021 and in Qatar in 2023, we have continued to grow our operations. Being the first car subscription app of its kind in the region, we have a proven track record and an in-depth...


  • القاهرة, Egypt Nexthink Full time

    **Company Description** LI-remote This role is to support growth and customer retention in the Middle East and will be responsible for a portfolio of our strategic customers. The primary objective of the role is to help guide them along their DEX maturity journey of people, process, and technology by driving the adoption throughout the entire customer...

  • Un Women

    3 months ago


    القاهرة, Egypt United Nations Development Programme (UNDP) Full time

    **Job Identification** - 20551 **Locations** - Cairo, Egypt**Posting Date** - 10/06/2024, 02:45 AM - 10/20/2024, 03:00 PM **Job Schedule** - Full time **Agency** - UN Women **Grade** - NOB **Vacancy Type** - Fixed Term **Job Function** - Operations **Initial Contract Duration** - one year **Education & Work Experience** - Master's Degree - 2 year(s)...

  • Senior System Analyst

    3 weeks ago


    القاهرة, Egypt Advansys Full time

    **Advansys **is a dynamic solutions provider focused on delivering smart, modular, and sustainable technology solutions that enhance operations, improve customer experiences, and drive business modernization. With over 400 skilled engineers, we serve 100+ enterprise customers across 14 countries, helping them overcome challenges and become more agile....