Job Details
Experience Needed:
Career Level:
Education Level:
Salary:
Job Categories:
Skills And Tools:
Job Description
Overview
- 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 the Merchant Services space you will provide technical support to internal and external customers working a 7 day shift roster , each shift comprising of 7 hours, between 8am and 6.30pm
- Technical support is provided to customers following phone or email 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
Role
- Manage the administration of merchant on boarding, profile configuration and reporting
- Providing technical support to MasterCard customers, partners, service providers and other MasterCard departments for the operational support of the MasterCard Payment Gateway platform;
- Supports and manages 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;
Job Requirements
- Solid Customer Service experience
- Solid understanding of ITIL model. ITIL certificates are desirable
- Knowledge of eCommerce and payments' industry products and services
- Good understanding of the internet, web programming languages Like PHP, Java and .Net
- Good understanding of IP networking, the 7 layers of OSI model, and client-server interaction.
- Good understanding of programming languages like PHP, JAVA, .NET, etc...
- Strong Numerical and application log analytical skills
- Knowledge of Unix/Linux Operating systems - Beneficial
- SQL database query writing - Desirable
- Proven ability to communicate effectively and work collaboratively with a diverse audience and adjust language style to meet needs of the audience as required