MasterCard Associate Specialist, Global Customer Service in Singapore
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.
Associate Specialist, Global Customer Service
Responsible for the analysis, troubleshooting, support, consultation and application of Customer Support practices related to new technologies and services in a customer facing environment. Ideal candidate will be well versed in understanding customer needs, creating use cases, developing solutions with business and operations teams, and tracking progress/resolution in an IT service management system. Candidate will be a technical Evangelist for Mastercard Digital products and represent the Voice of the Customer to the Product line. Candidate need to perform with little or no supervision in daily tasks, and partner effectively with resources with a global footprint.
Liaise with the product teams and/or technical support teams to confirm and substantiate functional and technical designs.
Investigate customer issues with different tools and services to find and communicate solutions
Serve as focal point for customer issues and capture detailed and accurate information about issues, concerns and enhancements.
Identify and analyze processing incidents to communicate with both customers and internal partners
Uses analytical and problem solving skills to help provide solutions that satisfy customer and business needs
Provide documentation of current processes, improvements to existing processes, and apply existing support knowledge to build out support models for new products and services
Adapt personal work style to accommodate an ever changing, diverse and global environment
Understanding of database concepts
Functional and technical knowledge of open API concepts
Demonstrate the ability to prioritize work and meet multiple project deadlines
Navigate and adapt quickly to a dynamic and collaborative work environment
Assist with the learning and deploying new technologies as needed.
Must be high-energy, detail-oriented, and proactive.
Must have the ability to function under pressure in an independent environment.
Willingness and ability to learn and take on challenging opportunities and to work as a member of matrix based diverse and geographically distributed project team.
All About You:
A basic college education or equivalent work experience with emphasis in finance technology and/or customer service
Knowledge of card schemes, and authorization/clearing/settlement process
Understanding of push and pull payments, and relevant use cases
Knowledge and experience applying key ITIL concepts
Ability to own and investigate issues to resolutions
Strong ability to perform self-learning with tools and documentations provided
Previous experience supporting internal and external customers, in a regional/global role.
Strong communication skills -- both verbal and written and strong relationship, collaborative skills and organizational skills.
The ability to organize and prioritize tasks based on current business needs
A high degree of initiative and self-motivation to drive results.
Equal Opportunity Employer
Requisition ID: R-62531