Senior Specialist, Global Customer Service

Who is Mastercard?

We are the global technology company behind the world's fastest payments processing network. We are a vehicle for commerce, a connection to financial systems for the previously excluded, a technology innovation lab, and the home of Priceless ®. We ensure every employee has the opportunity to be a part of something bigger and to change lives. We believe as our company grows, so should you. We believe in connecting everyone to endless, priceless possibilities.

Job Title

Senior Specialist, Global Customer Service

Overview:

Digital Customer Support focuses on providing a fantastic customer experience while interacting with Financial Institutions as well as Merchants on wide variety of Financial Products. Support of these products is all within the confines of the Digital E Commerce space and will leverage a vast technological skill set. Digital Customer Support focuses on three driving principles: Connecting people with information, resolution management, and communication- all while centered on the Customer Experience.

• Have you provided product support on new technology at a global scale?
• Are you wanting to be part of a new dynamic team?
• Is working with leading edge technology exciting to you?

Role:

•Investigates advanced customer issues, concerns and requests for enhancements, simulates internal customer issues, participates in problem resolution, and tracks milestones and end-results with various work streams
•Recommends business or process improvements; works with various work streams to formulate solutions
•Strategizes preventive measures for potential product line inquiries to reduce cost and improve efficiency; works to clarify questions for unstable products or products in emerging areas
•Leads and/or participates in internal customer visits for training, education and operational support
•Contributes to the development of new products and product enhancements; documents current processes and potential improvements to support build out
•Provides technical and domain support to internal consultation process by explaining technical concepts to customers and evaluating technical attributes of customer code issues
•Manages medium-sized project/initiatives as an individual contributor with advanced knowledge within discipline, leading a segment of several initiatives or a larger initiative; may provide dedicated account support

All About You:

•Experience using MasterCard tools, systems, and documentations to resolve difficult customer issues, and guiding junior members to MasterCard resources
•Experience implementing strategic and preventative solutions
•Able to apply skills to product development
•Ability to deliver customer training
•Experience training staff in continuing education opportunities for current employees and new hires

BROADENING EXPERIENCES

•Experience working on mid-size projects across functions and exposure managing tactical components of larger projects
•Experience interacting with challenging customers and asking effective, forward thinking questions
•Successfully leads small groups and communicates objectives clearly
•Experience providing individual expertise to supplement available tools for customer queries
•Success in meeting multiple deadlines in a dynamic work environment

TECHNICAL REQUIREMENTS

•Broad understanding of Software Engineering Patterns and Concepts is preferred
•Exhibit solid foundation of programming practices - XML, Java, Oauth, SQL, Spring
•Understand both independent and relational database structures
•Detailed knowledge of REST based application software
•Enhanced functional and technical knowledge of API products is a plus

Equal Opportunity Employer


Back to top