Manager, Customer Technical Services
2 semanas atrás
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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