وظائف شركة ماستركارد MasterCard
Senior Customer Technical Services Analyst
This role
reports through to the Manager, Customer Operations Support in the Welwyn Garden
City Office for the MasterCard Payment Gateway Services Division
• Based within Gateway Support you will provide Level 2 technical support to the
Mastercard Level 1 Payment Gateway Support team, as well as internal and
external customers. Hours of work are between 8:00 a.m. and 6:00 p.m., Monday to
Sunday.
However, from time to time you may be required to work beyond the stipulated
hours due to operational requirements. Your Base Salary includes payment for all
hours worked. You will not be entitled to any additional payment in respect of
additional hours worked unless otherwise specified.
• Technical and general support is provided to customers through your direct
support of the Level 1 team following phone or email escalation requests from
both internal and external customers
• You will need to bring with you to this role your drive to learn and develop
as well as demonstrate effective communication skills in both written and verbal
forms
• Manage the administration of merchant on boarding, profile configuration and
reporting
• Provide second level technical support to the Level 1 Support team for the
purpose of providing operational support of the MasterCard Legacy Payment
Gateway platform;
• Supports and manages escalated technical incidents that are recorded and
tracked within the CRM system and where required, raised to the Engineering team
for development/bug fixes.
• Prepare and distribute communications with customers, partners, services
providers and other MasterCard departments, including communications throughout
incidents, as well as general reporting and informational communications;
• Complete daily, weekly and monthly administration tasks;
• Complete daily handover meetings with the Asia Pacific and US teams to ensure
continuous follow the sun support
• Ensure that the Manager is always informed of workload status and details of
key issues;
• Work to ensure that the team can meet or exceed agreed Service Level
Agreements
• Adhere to and follow MasterCard policies and procedures in all activities;
• Continuously develop knowledge of all relevant MasterCard products and
services;
All About You
• Experienced
in a technical customer service role
• Proven ability to communicate effectively and work collaboratively with a
diverse audience and adjust language style to meet needs of the audience as
required
• Knowledge of eCommerce/payments industry products and services
• An understanding of the internet, web programming languages and IP networking
• Proven ability and excellent track record in meeting and exceeding customer
specific SLA's coupled with solid problem solving skills
• Demonstrated experience in CRM and Microsoft Office applications
