Description
Our Purpose
We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. We cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team – one that makes better decisions, drives innovation and delivers better business results.
Title and Summary
Technician, Customer Technical Services Who is Mastercard?Mastercard is a global technology company in the payments industry. Our mission is to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart, and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments, and businesses realize their greatest potential.
Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. With connections across more than 210 countries and territories, we are building a sustainable world that unlocks priceless possibilities for all.
Overview
• Provides service support for businesses (B2B) and enterprises (B2E) that have product and service agreements with Mastercard
• Responsible for overall satisfaction and retention of these business customers through knowledge of their core business and products
• Builds long-term customer relationships and ensures timely response and resolution of issues
Role:
• Provide timely response to inquiries, requests, and complaints to customers using different mediums such as voice, chat and email.
• Serves as a technical resource to assist with the resolution of customer inquiries; collaborating with more senior resources to ensure complete and prompt response
• Supports testing as well as process improvements efforts with the voice of the customer in mind.
• Review customer issue logs and assists with resolution development, escalating issues that require more advanced knowledge.
• Coordinate with relevant department/s to provide resolution and customer satisfaction.
• Provide remote technical support via remote.
• Ability to effectively prioritize tasks.
• Dedication and commitment to problems resolving.
All About You:
• Result oriented, Self-Driven, Analytical, Strong interpersonal and good communication skills.
• Ability to multi-task and prioritize multiple tasks concurrently while meeting deadlines.
• Demonstrated knowledge of customer technical service standards, processes and tools.
• Handle customer queries and escalated issues from the customer.
• Good communication skills in English.
• Ability to identify critical and priority issues, and proactively reprioritize daily tasks as needed.
• Ability to professionally communicate both written and verbal with different functional areas and external customers.
• Ability to work well under pressure.
• Willingness to work on rotating shift, including public holiday, in a 24/7 environment.
• Experience assisting troubleshooting efforts to develop a high quality customer resolution.
Corporate Security Responsibility
All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must:
Abide by Mastercard's security policies and practices;
Ensure the confidentiality and integrity of the information being accessed;
Report any suspected information security violation or breach, and
Complete all periodic mandatory security trainings in accordance with Mastercard's guidelines.
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