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Global Customer Service, Senior Specialist
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.
Global Customer Service, Senior Specialist
Provide operational and technical support for customers analyzing a wide variety of issues, determine needed actions, and follow through to resolution. This position will have a focus on support for the MasterCard Digital Enablement Service but may support other MasterCard products/customers as well. Interact with customers to provide information in response to inquiries about products or services and handle and resolve customer issues via telephone and electronic communications (e-mail/chat/SMS).
• Have you provided Product support on new technology at a global scale ?
• Are you wanting to be part of a dynamic team ?
• Is leading edge technology and being part of a Global company exciting to you ?
Role
Serve as focal point for customer issues, concerns and requests for enhancements.
•Capture detailed and accurate information about issues, concerns and enhancements.
•Work with global customers to complete service inquiries about MasterCard core applications and products.
•Collaborate with others in support of products, processes and problem resolution.
•Demonstrate the ability to negotiate, resolve and present to internal/external customers.
•Lead and/or participate in customer visits for training, education and operational support.
•Potential customer visits for training, education and operational support.
•Simulate or recreate user issues to resolve operating difficulties.
•Recommend and implement business or process improvements, while recognizing global perspectives.
•Demonstrate leadership qualities, displaying mentoring ability, project leadership and delegation on an as-needed basis, follow-through, team participation and self-management.
All About You
• Customer facing experience is required
• Liaise with the project architect and/or technical support teams to confirm and substantiate functional and technical designs.
• Digital Commerce a plus
• Investigate customer issues with web service applications to find and communicate solutions
• Serve as focal point for customer issues and capture detailed and accurate information about issues, concerns and enhancements.
• Identify and analyze processing incidents to communicate with both customers and internal partners
• Provide documentation of current processes, improvements to existing processes, and apply existing support knowledge to build out support models for new products and services
• Adapt personal work style to accommodate an ever changing, diverse and global environment
• Uses analytical and problem solving skills to help provide solutions that satisfy business needs
• Contribute to the development of new products and product enhancements
• Bachelor's degree in Business, Information Systems, Information Technology, Computer Science or Engineering or equivalent work experience.
• Experience in delivering secure solutions in Financial Services Sector is preferred.
• Must be high-energy, detail-oriented, and proactive.
• Must have the ability to function under pressure in an independent environment.
• Must provide the necessary skills to have a high degree of initiative and self-motivation to drive results.
• Possesses strong communication skills -- both verbal and written – and strong relationship, collaborative skills and organizational skills.
• Willingness and ability to learn and take on challenging opportunities and to work as a member of matrix based diverse and geographically distributed project team.
To be successful in this job you should possess:
• A basic college education or equivalent work experience with emphasis in Business/MIS, finance or information technology
• Ability to investigate an issue to resolutions
• Previous experience supporting external customers
• Good interpersonal and team oriented skills
• Advanced written and verbal communications skills
• The ability to organize and prioritize tasks based on current business needs
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.