Provides service support for businesses (B2B) and enterprises (B2E) that have product and service agreements with Mastercard
Responsible for overall satisfaction of these business customers through knowledge of their business and products
Builds long-term customer relationships and ensures timely response and resolution of issues
The applicant will be responsible for diagnosing, communicating, and resolving production incidents
The position will analyze issues on MasterCard applications to integrate a variety of systems and technologies to solve business problems.
o Do you enjoy finding creative solutions to complex problems and working with others to implement them according to MasterCard and customer business needs?
o Have you provided product technical support on new technology at a global scale? o Is leading edge technology and being part of a Global company exciting to you? Role
Enhances customer experience by providing high level technical customer service and support across a diverse and complex array of customer inquires
Identify and analyze processing incidents to communicate with both customers and internal partners
Serves as a subject matter expert accountable for analyzing, supporting, and troubleshooting customer technical support inquires
Ensures that customer resolution efforts adhere to Mastercard standard processes and procedures
Represents the voice of the customer to product line, application team and shared services group
Conducts testing and support to identify opportunities for improvements with customer experience at the forefront
Lead departmental processes to integrate new products and acquisitions into existing b2b support models
Provide documentation of current processes, improvements to existing processes, and apply existing support knowledge to build out support models for new products and services All About You
Experience troubleshooting and contributing to the delivery of holistic resolutions to complex technical inquiries
Experience implementing process improvements according to standard procedures
Experience serving as the go-to person for delivering high quality technical resolutions in a timely manner
Candidate must have the ability to negotiate, resolve and present to internal / external customers.
Candidate must have technical experience along with the ability to absorb and apply operational information to business solutions.
Knowledge of the payments model including Authorization, Clearing, and Settlement is preferred
Financial acumen and understanding of the four-party process model is preferred
Collaborate with others in support of products, processes and problem resolution.
Ability to interact with customers as well as MasterCard management to articulate key performance indicators and action plans.
COVID-19 Considerations We value the safety of each member of our community because we know we’re all in this together. In many locations, which may change over time, we’ve implemented a virtual hiring process and continue to interview candidates by video or phone.
In addition, in some locations, only individuals who have been fully vaccinated will be permitted inside Mastercard offices until further notice.
In the US, Mastercard is a government contractor, which may legally require most Mastercard employees to be vaccinated unless a verified approved medical or religious exemption is granted.
Further, we are currently making every effort towards having employees return to work in the office 2 days per week, if that makes sense for their team.
Everyone must be vaccinated to enter Mastercard offices at this time. Therefore, we expect all candidates to be vaccinated or to be approved for a medical or religious accommodation prior to commencing work at Mastercard.
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.