MasterCard Senior Specialist, Global Customer Service in Shanghai, China
Who is Mastercard?
We are the global technology company behind the worlds 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.
Senior Specialist, Global Customer Service
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.
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?
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
All About You:
Experience using MasterCard tools, systems, and documentations to resolve difficult customer issues, and guiding junior members to MasterCard resources
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
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
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
Equal Opportunity Employer
Requisition ID: R-64126