Manager, Customer Technical Services

1 dia atrás

Sao Paulo, Brasil Mastercard Tempo inteiro

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.

Job Title

Manager, Customer Technical Services

RESPONSIBILITIES

Investigates advanced customer issues, concerns and requests for enhancements, simulates internal customer issues, participates in problem resolution, and tracks milestones and end-results with various work streams

Recommends business or process improvements; works with various work streams to formulate solutions

Strategizes preventive measures for potential product line inquiries to reduce cost and improve efficiency; works to clarify questions for unstable products or products in emerging areas

Leads and/or participates in internal customer visits for training, education and operational support

Contributes to the development of new products and product enhancements; documents current processes and potential improvements to support build out

Provides technical and domain support to internal consultation process by explaining technical concepts to customers and evaluating technical attributes of customer code issues

Manages medium-sized project/initiatives as an individual contributor with advanced knowledge within discipline, leading a segment of several initiatives or a larger initiative; may provide dedicated account support

JOB SPECIFIC EXPERIENCES

Experience using MasterCard tools, systems, and documentations to resolve difficult customer issues, and guiding junior members to MasterCard resources

Experience implementing strategic and preventative solutions

Ability to deliver customer training

Experience training staff in continuing education opportunities for current employees and new hires

BROADENING EXPERIENCES

Experience working on mid-size projects across functions and exposure managing tactical components of larger projects

Experience interacting with challenging customers and asking effective, forward thinking questions

Successfully leads small teams and communicates objectives clearly

Experience providing individual expertise to supplement available tools for customer queries

Success in meeting multiple deadlines in a dynamic work environment

COVID-19 Considerations

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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