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Holland FinTech
Holland FinTech

Customer Technical Services Analyst I



IT, Customer Service
Copenhagen, Denmark
Posted on Monday, February 12, 2024

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 I

Job Title: Customer Technical Services Analyst I (Level 9)
Department: Customer Technical Services, Denmark

Job Description:
Customer Technical Services supports customers on Account to Account products in the domestic market, such as Betalingsservice, Leverandørservice and Overførselsservice.

As a Customer Technical Services Analyst I, you will be joining an open and sharing community with highly skilled colleagues and a great place to work. Your key tasks will be supporting existing and new customers in onboarding, testing and technical support.
Primary responsibilities
Ensure best-in-class customer technical support on payment solutions
Case handling of incoming customer service requests on both phone and emails
Consulting customer on best use of our payment technology
Advisor in customers onboarding and offer technical support
Update and optimisation of internal processes
Be part of testing and consulting for new services and solutions
Participate in meetings with customers and external stakeholders
Actively contribute to the team’s performance though engagement and collaboration
About you
Competence and experience
Financial education or equivalent work experience
Preferably work experience within customer service
Experience with support on payment solutions or similar
Experience with case handling through phone, email and other digital channels
Strong communicative skills in Danish and English, both orally and in writing
Excellent understanding of customer needs and the ability to set high standards for the customer experience
Contribute to follow and optimize internal processes
Excellent IT 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.