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Any Nationality
Gender
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Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
Technical and general support is provided to customers through your direct support of the Level 1 team in Manila, following phone or email escalation 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
Role
- Manage the administration of merchant on boarding, profile configuration and reporting
- Provide second level technical support to the Level 1 Legacy Support team based in Manila Philippines for the purpose of providing operational support of the MasterCard Legacy Payment Gateway platform.
- Supports and manages escalated 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 Asia Pacific 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.
Desired Candidate Profile
Experienced 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
Ability to utilize and troubleshoot API is Mandatory.
Splunk experience is a plus
SQL basic knowledge
Knowledge of eCommerce/payments industry products and services
An understanding of the internet, web programming languages and IP networking
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
Company Industry
- Banking
- Financial Services
- Broking
Department / Functional Area
- Helpdesk
- Customer Service
- Telecalling
Keywords
- Customer Technical Services Analyst II
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MasterCard
Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we re helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential.