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Job Description
The B2B payments technology team is developing new, cutting-edge, technology to streamline B2B payments worldwide
This role will be integral to the successful launch and support of this new technology
Questions:
- Are you an experienced software professional who is passionate about innovative technology and its potential to help create a world beyond cash?
- Can you plan test strategy and acceptance criteria keeping end customer needs – functional, non-functional, and user experience - in mind?
- Love being hands on and can write code to break software as part of ensuring highest software quality and stability?
- Can you scale your communication at all levels starting from engineers to program managers to product managers?
Role
- Responsible for all aspects of operations support for existing customers, including process, business and technical consultation
- Reviews customer issues logs, proposes initial enhancements and assists in problem resolution, including escalating advanced issues
- Guides customers through training documents may provide alternative solutions
- Accountable for end to end process ownership of client service requests and the coordination of teams to resolve issues within a service level contract to avoid financial penalties
- Accountable for developing and maintaining customer support guidelines, metrics, tools and practices throughout the customer life cycle
- Collects customer feedback and market intelligence and shares findings with partners in Technology, Product and Customer Delivery
- Meets with Customers and MasterCard teams to conduct inquiry reviews and to identify technology or process enhancements
Job Requirements
- Experience using Mastercard tools, systems, and documentations to resolve moderately difficult customer issues, and guiding junior members to Mastercard resources
- Success in answering and completing customer service inquiries; demonstrates strategic and preventative thinking with moderately difficult concepts
- General understanding of software patterns and concepts, programming languages, database structures, and related operational protocols
- Some ability to deliver customer training