MasterCard Senior Specialist, Global Customer Service in Shanghai, China

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

Senior Specialist, Global Customer Service

Overview:

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?

Role:

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

BROADENING EXPERIENCES

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

TECHNICAL REQUIREMENTS

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