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Senior Commercial Global Customer Services
MasterCard
O'fallon, MO, United States
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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.
Sr. Commercial Global Customer Services
Job Details
Job Description Summary
Job Overview:
Senior level role part of a Global Support team within the Global Customer Services (GCS), department providing support and triage services to global business partners and customers at all levels within the organization. This position requires good working knowledge of the Mastercard Commercial product vertical (InControl & SmartData.). GCS currently provides global support to customers based out of a multitude of regional offices. It is equally important for the position to develop a great understanding of all technical changes and how this will directly impact our customers or business partners.
This role will specifically be focused on managing the support process around the newly announced Commercial partnership with the US Federal Government GSA SmartPay program supporting two top Issuers.
Some of the major accountabilities are, but not limited to the following:
• Provide customer service to our customers and business partners and manage daily workflow coordination of inbound support inquiries
• Act as the front line liaison to our customers and business partners to provide initial triage and diagnostic processes to determine customer impact
• Ability of accessing root databases and ability to run manual queries and interpret results to analyze platform activities and correlation to customer queries
• Deliver quality intelligence and responses to customers in a technical but interpretable to our customer base
• Adhere to any committed Service Level Agreements (SLA’s), Data Usage & Protection/Privacy and PCI policies
• Collaborate across second level and development teams to discuss escalated and advanced technical issues
• Act as liaison between TAM/Account Team and GCS Teams
• Obtain a great knowledge of key system and products to become a technical SME within the GCS Support Team to provide but not limited to the following attributes:
◦ Act as liaison between the business and technical teams in such areas as development, testing teams, quality assurance, and product owners
◦ Manage and ensure compliance to GSA Government program and process
◦ Prioritize and identify cross application/system enhancements, i.e. improve team efficiency
◦ Determine development impacts to current processing and work with development and users to ensure accuracy of enhancements
◦ Assist with the development and execution of test plans
◦ Assist with review sessions of technical requirements
◦ Provide assistance in triaging support inquires to Global Support Desk
Education:
• Bachelor’s degree in Information Technology, Computer Science, or Management
• Information Systems or equivalent combination of relevant experience and education.
Knowledge / Experience:
• Intermediate experience in related field; prior work experience preferred (i.e. internship)
• Capability in understanding API interfaces and SQL
• Communication across and up an organization
• Demonstration of MC Core Competencies
Skills/ Abilities:
• High degree of initiative and self-motivation with a willingness and ability to learn and take on challenging opportunities
• Must be a team player, detail-oriented, proactive and have the ability to function under pressure in an independent environment; possess leadership initiative and self-motivation to drive results
• Ability to work with global business partners at all levels within the organization demonstrating strong communication skills (both verbal and written)
• Possess strong relationship management, collaboration, organizational and prioritization skills with a sense of urgency
• Preferred Skills: SQL, UNIX, and Oracle environments; experience in understanding API interfaces, and SQL logic
Mastercard is an inclusive Equal Employment Opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law.
If you require accommodations or assistance to complete the online application process, please contact reasonable.accommodation@mastercard.com and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.