Specialist, Customer Operations Support

MasterCard O'Fallon, MO
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

Specialist, Customer Operations Support

JOB DESCRIPTION

Specialist, Global Customer Service- Digital.

OVERVIEW

Digital Customer Service focuses on- driving the most compelling and trusted customer experience (CX) by providing fantastic support while interacting with Mastercard customers that consume our Digital assets. Support of these products is administered by the Leadership of Global Customer Service, specifically- Digital Customer Service. The team will leverage a vast technological skill set and troubleshooting protocols that requires intellectual curiosity and a strong technology background. Digital Customer Service focuses on three driving principles: resolution management, connecting people with information, and communication- all while centered on the Customer Experience.

This position will support a variety of Digital products. These products include but are not limited to: Mastercard Digital Enablement, Push Payments, Master Pass, Wallet solutions & open API. The position will work closely with: Mastercard customers, Technical Account Managers, Regional peers, Business units, and Data Analytics to provide a positive CX for our customers. This opening is based in St Louis and will support North America as well as a" follow the sun" approach for some product lines.

* Have you provided product support on new technology at a global scale?

* Are you wanting to be part of growing global team?

* Is working with leading edge technology exciting to you?

RESPONSIBILITIES

* Resolve customer inquiries, track results, provide solutions, trend inquiry types

* Work within the metrics/key performance indicators as set forth by the department

* Analyze data and recommend process or product line improvements

* Collaborate with peers in other regions to work together as a unified team

* At times, provide governing suggestions and create process documents to share with business units

* Participate and it times lead "Voice of Customer" discussion with the product lines supported

* Participate and at times lead projects to improve the customer experience. This may include projects within GCS or the business unit supported

JOB SPECIFIC EXPERIENCES

* Must have a strong digital space background and product knowledge

* Experience using various tools, systems, and documentations to resolve difficult customer issues

* Must possess strong authorization and transaction flow knowledge of card payments

* Able to create presentations and deliver data driven insights to a small audience

* Advanced documentation skills and is familiar with various "data repository" concepts

* 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

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

Mastercard is an inclusive Equal Employment Opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law.