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
Customer Technical Analyst II SummaryThis role reports through to the Manager, Customer Technical Services in the Pune Office for the MasterCard Payment Gateway Services Division.
• Based within the Payment Gateway Services Division space you will provide 1st and 2nd level technical support to MasterCard internal and external customers
• Technical and general support is provided to customers following phone or email requests from both internal and external customers
• You will need to bring with you to this role your drive to learn and develop as well as demonstrate effective communication skills in both written and verbal forms
• May have to work in a rotating shift, primarily covering Asia Business hour starting as early as 7 am IST.
• Should be flexible working in a hybrid work environment which requires to be working from office certain days a week
Role
• Manage the administration of merchant on boarding, profile configuration and reporting
providing first and second level technical support to MasterCard customers, partners, service providers and other MasterCard departments for the operational support of the MasterCard Payment Gateway platform
• Supports and manages technical incidents that are recorded and tracked within the CRM system and where required, raised to the Engineering team for development/bug fixes
• Prepare and distribute communications with customers, partners, services providers, and other MasterCard departments, including communications throughout incidents, as well as general reporting and informational communications
• Complete daily, weekly, and monthly administration tasks
• Complete daily handover meetings with the UK and US teams to ensure continuous follow the sun support
• Ensure that the Manager is always informed of workload status and details of key issues
• Work to ensure that the team can meet or exceed agreed Service Level Agreements
• Adhere to and follow MasterCard policies and procedures in all activities
• Continuously develop knowledge of all relevant MasterCard products and services
• This is a Level 1 support profile
• This role requires you to be logged into Phone Systems to receive calls to support our customers
• Follow company guidelines on COPC to provide the required level of support to our customers
• Prepare data and analysis for monthly and ad hoc discussions/coaching sessions with the Manager
• Follow break management guidelines followed by the team
All About You
• Experience in a technical customer service role
• Proven ability to communicate effectively and work collaboratively with a diverse audience and adjust language style to meet needs of the audience as required
• Knowledge of eCommerce/payments industry products and services is preferred
• Basic understanding of the internet, web programming languages, networking and SQL
• Proven ability and excellent track record in meeting and exceeding customer specific SLAs coupled with solid problem-solving skills
• Demonstrated experience in CRM and Microsoft Office applications
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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