Specialist, Global Customer Service

Overview

• Responsible for all aspects of digital support for existing customers, including process, business and technical consultation
• Accountable for end to end process ownership of client service requests and the coordination of teams to resolve issues within a service level contract
• Accountable for developing and maintaining customer support guidelines in digital services, metrics, tools and practices throughout the customer life cycle
• Collects customer feedback and market intelligence and shares findings with partners in Technology, Product and Customer Delivery
• Meets with Customers and MasterCard teams to conduct inquiry reviews and to identify technology or process enhancements for digital products and services

Responsibilities

• Reviews customer issues/ questions related to digital products, proposes initial enhancements and assists in problem resolution, including escalating advanced issues
• Analyzes, troubleshoots, and pulls code and data to solve customer inquiries; uses a combination of available tools and individual knowledge
• Guides customers through training documents; may provide alternative solutions
• May provide guidance to less experienced team members
• Manages project/initiatives related to digital as an experienced individual contributor with specialized knowledge within assigned discipline
• Provides technical and domain support to internal consultation process to answer deep technical questions and explain technical concepts

Experiences

• Solid technical background
• Understanding and experience in digital products
• Experience using Mastercard tools, systems, and documentations to resolve moderately difficult customer issues, and guiding junior members to Mastercard resources
• Success in answering and completing customer service inquiries; demonstrates strategic and preventative thinking with moderately difficult concepts
• General understanding of software patterns and concepts, programming languages, database structures, and related operational protocols
• Ability to deliver customer training
• Fluency in English and Russian is required
• Self-starter with ability to train and work independently