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

Specialist, Global Customer Service

Overview
∙ Responsible for all aspects of operations support for existing customers, including process, business and technical consultation
∙ Accountable for end to end process ownership of client service requests and the coordination of teams to resolve issues within a service level contract to avoid financial penalties
∙ Accountable for developing and maintaining customer support guidelines, metrics, tools and practices throughout the customer life cycle
∙ Collects customer feedback and market intelligence and shares findings with partners in Technology, Product and Customer Delivery
∙ Meets with Customers and MasterCard teams to conduct inquiry reviews and to identify technology or process enhancements

Responsibilities
∙ Reviews customer issues logs, proposes initial enhancements and assists in problem resolution, including escalating advanced issues
∙ Analyzes, troubleshoots, and pulls code and data to solve customer inquiries; uses a combination of available tools and individual knowledge
∙ Guides customers through training documents; may provide alternative solutions
∙ May provide guidance to less experienced team members
∙ Manages smaller project/initiatives as an experienced individual contributor with specialized knowledge within assigned discipline
∙ Provides technical and domain support to internal consultation process to answer technical questions and explain technical concepts

Experiences
∙ Experience using Mastercard tools, systems, and documentations to resolve moderately difficult customer issues, and guiding junior members to Mastercard resources
∙ Success in answering and completing customer service inquiries; demonstrates strategic and preventative thinking with moderately difficult concepts
∙ General understanding of software patterns and concepts, programming languages, database structures, and related operational protocols
∙ Ability to deliver customer training
∙ Fluency in English and Russian is required
∙ Self-starter with ability to train and work independently

*LI-VL1

Equal Opportunity Employer


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