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Customer Technical Support with Ukrainian and Russian

6-10-2021 | Варшава, Польша

Main Responsibilities:

  • Responds to customer requests received via a number of channels including telephone calls and emails, ensuring that SLAs and KPIs are adhered to
  • Analyses, troubleshoots, and pulls data to solve customer issues, using a combination of available tools and individual knowledge
  • Assists in incident and problem resolution, including escalating advanced issues to second and third level support teams
  • Guides customers through Mastercard documentation and rules
  • Provides guidance to less experienced team members on a need to basis
  • Manages smaller projects/initiatives as an experienced individual contributor with specialized knowledge within assigned discipline
  • Working on-call after hours and during weekends may be required from time to time

Requirements:

  • Experience in Technical Support delivery to B2B customers
  • Experience using proprietary tools, systems, and documentation to resolve moderately difficult customer issues
  • Experience in SQL, ability to read and write SQL queries at an intermediate level
  • Success in answering and completing technical customer service inquiries
  • Strong ability to communicate technical solutions and concepts successfully to different level of audiences
  • Highly desirable to have general understanding of payment networks and payment card industry
  • Ability to build partnerships with colleagues from multiple areas within your organization
  • Ability to perform under pressure in a global company environment.
  • Excellent communication skills, both written and verbal, plus the ability to clearly communicate to management level
  • Master’s degree or equivalent combination of education and experience
  • Self-motivated, passionate, works well both independently and as part of a team
  • Languages: fluency in English, Polish, Russian and Ukrainian required

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