Senior Specialist, Information Services Products

Job Description

Our PurposeWe 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.Job TitleSenior Specialist, Information Services Products The Senior Specialist, Information Services Products, will be responsible for ensuring that all customer inquiries the Advisors Client and Product Support/CAPS Team receives are answered fully in a professional, timely manner that helps drive satisfaction and loyalty with MasterCard, Advisors and the products we support. These products include a wide range of Information Services products and services like Network Distribution/ bulletins , Mastercard/Acquirer Intelligence Center, PortfolioAnalytics, Location Services, Merchant Identifier, Local Market Intelligence and the Global Collections Only program and the product suite is ever expanding. We support over 10,000 internal and external users of these tools from all regions and have aggressive Service Level Agreement/SLA targets to meet or exceed. We have strong relationships with other customer service organizations throughout MasterCard and greatly value teamwork and collaboration. tTechnical and general support is provided to customers following phone or email requests from both internal and external customers. tYou 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. tDrive customer engagement and usage across select Information Services products. tEngage with external customers to help them better understand select products and consult on how best to drive and derive insights and actionability. Role tEnsure that problems of varying complexity are resolved to the customer s satisfaction which may include interfacing with appropriate support/development personnel to achieve problem resolution. tConduct training sessions and record webinars to drive engagement and usage in the region. tFind creative solutions to problems and work with others to prioritize and implement them according to MasterCard and customer business needs tProvide operational and technical support for customers analyzing a wide variety of issues, determine needed actions, and follow through to resolution. Interact with customers to provide information in response to inquiries about products or services and handle and resolve customer issues via telephone and electronic communications. tProvide product support, to become a subject matter expert in a range of MasterCard products and solutions, and work with customers to resolve any issues tied to supported products.All About You tStrong problem solving skills with the ability to analyze a situation by breaking down into its components and applying a detailed approach with different levels of solutions based on the situation. tPrevious experience in working in a cross functional environment where influence management is required tMulti- lingual (English, Spanish and Portuguese) a plus tBachelor s degree or equivalent combination of education and experience. tKnowledge of payments/card industry preferred. tPossess excellent interpersonal skills and written and verbal communication skills along with superior customer service skills. tStrong PC skills that include Word, PowerPoint, Excel, and Access. tServe as focal point for customer issues, concerns and requests for enhancements. tCapture detailed and accurate information about issues, concerns and enhancements. tWork with global customers to complete service inquiries about MasterCard core applications and products. tCollaborate with others in support of products, processes and problem resolution. tSimulate or recreate user issues to resolve operating difficulties. tGood relationship management skills with regards to internal and external stakeholders and team members. tHave some experience working in organizations with multiple levels, functions and regions. tAble to communicate complex technical and business information in a clear and easy to understand manner both verbally and in writing. tExperienced in a customer service role or Technical Service Desk tProven ability to communicate effectively and work collaboratively with a diverse audience and adjust language style to meet needs of the audience as required tProven ability and excellent track record in meeting and exceeding customer specific SLAs coupled with solid problem solving skills tAbility to work in a complex and changing environment that requires both flexibility and creativity to succeed.Due to COVID-19, most of our employees are working from home. We ve implemented a virtual hiring process and continue to interview candidates by phone or video and are onboarding new hires remotely. We value the safety of each member of our community because we know we re all in this together.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. If you require accommodations or assistance to complete the online application process, please contact reasonable.accommodationmastercard.com and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.Corporate Security ResponsibilityEvery person working for, or on behalf of, Mastercard is responsible for information security. All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and therefore, it is expected that the successful candidate for this position 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.,

Keyskills :
active directorytroubleshootingwindowsslafocal pointservice levelproduct supportproblem solvingdigital economytechnical supportmarket intelligencecustomer engagement