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Job Description
JOB DESCRIPTION
Global Customer Service, Senior Specialist Digital: Person to Person Payments
OVERVIEW
- Digital Customer Support focuses on providing a fantastic customer experience while interacting with Financial Institutions as well as Merchants on wide variety of Financial Products.
- Support of these products is all within the confines of the Digital E Commerce space and will leverage a vast technological skill set.
- Digital Customer Support focuses on three driving principles: Connecting people with information, resolution management, and communication- all while centered on the Customer Experience.
- This position is a Senior Specialist that will resolve customer inquiries regarding- Person to Person Payments located in the MEA region.
- Have you provided product support on new technology at a global scale?
- Are you wanting to be part of a new dynamic team?
- Is working with leading edge technology exciting to you?
RESPONSIBILITIES
- Investigates advanced customer issues, concerns and requests for enhancements, simulates internal customer issues, participates in problem resolution, and tracks milestones and end-results with various work streams
- Recommends business or process improvements; works with various work streams to formulate solutions
- Strategizes preventive measures for potential product line inquiries to reduce cost and improve efficiency; works to clarify questions for unstable products or products in emerging areas
- Leads and/or participates in internal customer visits for training, education and operational support
- Contributes to the development of new products and product enhancements; documents current processes and potential improvements to support build out
- Provides technical and domain support to internal consultation process by explaining technical concepts to customers and evaluating technical attributes of customer code issues
- Manages medium-sized project/initiatives as an individual contributor with advanced knowledge within discipline, leading a segment of several initiatives or a larger initiative; may provide dedicated account support
Job Requirements
JOB SPECIFIC EXPERIENCES
- Experience using in-depth research methods, systems, and documentations to resolve difficult customer issues.
- Speak with customer to promote the brand and answer highly technical questions.
- Experience implementing strategic and preventative solutions
- Able to apply skills to product development
- Ability to deliver customer training
- Experience training staff in continuing education opportunities for current employees and new hires
BROADENING EXPERIENCES
- Experience working on mid-size projects across functions and exposure managing tactical components of larger projects
- Experience interacting with challenging customers and asking effective, forward thinking questions
- Successfully leads small groups and communicates objectives clearly
- Experience providing individual expertise to supplement available tools for customer queries
- Success in meeting multiple deadlines in a dynamic work environment
TECHNICAL REQUIREMENTS
- Broad understanding of Software Engineering Patterns and Concepts is preferred
- Exhibit solid foundation of programming practices €“ XML, Java, Oauth, SQL, Spring
- Understand both independent and relational database structures
- Detailed knowledge of REST based application software
- Enhanced functional and technical knowledge of API products is a plus
- If internal to Mastercard, advanced knowledge of Authorization, is a plus.
