Responsibilities
Enhance customer experience by providing high level technical customer service and support across a diverse and complex array of customer inquiries and through multiple communication channels (email, phone, chat)
Serve as a subject matter expert accountable for analyzing, supporting and troubleshooting customer technical support inquiries
Simulate or recreate user issues to resolve operating difficulties
Ensure that customer resolution efforts adhere to Mastercard standard processes and procedures
Collaborate with others in support of products, processes and problem resolution.
Lead and/or participate in customer visits for training, education and operational support
Provide guidance to less experienced team members
Leads small-sized projects/initiatives as an individual contributor with knowledge of Mastercards products/services within a particular discipline
Knowledge/Experience
2 to 5 years of technical/operations experience within payments industry or fin-tech company and a strong knowledge in the field of digital payments and/or mobile wallets ecosystems
Experience troubleshooting and contributing to the delivery of holistic resolutions to complex technical inquiries
Advanced analytical, problem resolution skills, including negotiation and conflict resolution.
Previous customer service experience and exposure to customer service tools and operating procedures is a strong plus
Excellent interpersonal skills and written and verbal communication skills
Ability to adapt personal work style to accommodate an ever changing, diverse and global environment and to organize and prioritize multiple tasks simultaneously based on current business needs.
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