MasterCard Biz Ops Support Engineer in Welwyn Garden City, United Kingdom

Who is Mastercard?

We are the global technology company behind the world€™s fastest payments processing network. We are a vehicle for commerce, a connection to financial systems for the previously excluded, a technology innovation lab, and the home of Priceless ®. We ensure every employee has the opportunity to be a part of something bigger and to change lives. We believe as our company grows, so should you. We believe in connecting everyone to endless, priceless possibilities.

Job Title

Biz Ops Support Engineer

MasterCard is a technology company in the global payments business. We connect consumers, financial institutions, merchants, governments and businesses worldwide and enable them to use secure and convenient electronic forms of payment. Join the industry€™s most passionate, motivated & engaged global team - Our employees are encouraged to drive innovation every day in support of a more connected world €“ A World Beyond Cash.

Support Engineer

Overview

 The MasterCard UK Service Desk provides initial troubleshooting of merchant calls, hands on fault resolution, preventative and remedial maintenance, communicating with staff to update on the progress of actions.

 The Service Desk reports and deals with faults and technical issues, customer reporting and provides a best in class customer service model.

 Provide Support and maintenance of Electronic Funds Transfer & Payment software, system changes and releases into the production environment.

 Provide 24/7 1st and 2nd line technical support to merchants both in and out of office hours.

 Support the sales, client management and key client support teams with technical requirements.

 Are you a highly motivated individual who is looking for a demanding and challenging role?

 Are you able to prioritise workload whilst remaining focused and delivering an excellent level of service?

 Do you believe that you can bring value to an already high performing team?

Role

 Ensure that all Customer support calls are managed effectively and resolved in line with Customer Service Level agreements.

 Comply with the current Security Policy, Acceptable Computer Usage Policy which will be made available by the Security / HR department.

 Drive Service improvements targeted at reducing recurring issues and improving the customer support experience.

 Provide best practice incident management of issues impacting our merchant base through resolution, including escalation within the business and communication to customers.

 Business and technical analysis of major systems, including:

o All aspects of re-active and pro-active fault location and resolution.

o Request fulfillment and user administration.

o Responsible for all other areas of Production technical support.

o Provides support for service implementation.

All About You

 Experience in a Service Desk environment

 Solid Customer Service experience

 Strong Numerical and application log analytical skills

 Verbal and written Communication skills

 Windows, DOS operating systems

 Understanding of the support and diagnosis of connectivity issues related to the following:

o FTP

o Internet protocols

o Remote connectivity experience for multiple applications

 Knowledge of EFT/Payment software, systems and services - Beneficial

 Knowledge of Unix/Linux Operating systems - Beneficial

 SQL database query writing - Desirable

 Software QA testing - Beneficial

Equal Opportunity Employer
Requisition ID: R-48832