Sr Professional, Customer Support

Sr Professional, Customer Support



Lima, Lima



Sr Professional, Customer Support

Detalles de la oferta

MasterCard527 evaluaciones-MasterCard527 evaluacionesLee opiniones sobre trabajar en esta empresa.Lima, LimaWho is Mastercard?
We are the global technology company behind the world’s fastest payments processing network. We are a vehicle for commerce, a connection to financial systems for the previously excluded, a technology innovation lab, and the home of Priceless ®. We ensure every employee has the opportunity to be a part of something bigger and to change lives. We believe as our company grows, so should you. We believe in connecting everyone to endless, priceless possibilities.
Job Title
Sr Professional, Customer Support
Role: GCS Hub Service Analyst
Working in a multilingual environment, to act as the single point of contact for customers and key stakeholders, providing first contact resolution where applicable.
To respond to customer requests received via a number of channels including telephone calls and emails, ensuring that SLAs and KPIs are adhered to.
Monitors the MasterCard networking environments to ensure a consistently high level of service at all times to meet established SLA's
Troubleshoots and resolves issues
Receives initial alert/phone calls and performs initial troubleshooting activities according to established protocols
Works in compliance with established procedures or protocols, escalating moderate to complex issues as they arise
Receives initial tier 1 customer calls and resolves in compliance with established procedures or protocols, escalating moderate to complex issues to Sr. Technicians
Creates and/or updates internal tickets to document monitoring and recovery steps adding added the below
Monitors and takes corrective actions for problems as they arise to minimizing customer impact and Mastercard issues.
Communicate with customers throughout the lifecycle of an interaction
Recommend business or process improvements; works with various work streams to formulate solutions
Document current processes and potential improvements
Develop self to be an Subject Matter Expert in own business area
Demonstrates understanding of procedures and protocols, resolving basic issues to ensure alignment with protocols
Experience monitoring and taking corrective action for basic problems
Gains experience updating internal tickets to document monitoring and recovery steps
Technical skills
Applies working knowledge of customer preferences and service standards to fulfil requests and develops creative approaches to enhance responsiveness
Demonstrates working knowledge of Mastercard’s networks, systems, applications, and databases
Understands platform systems installations, processes, procedures, and methodologies and coordinates with peer teams to increase effectiveness
Knowledge and understanding in application development lifecycle and standards.
Familiarity with ITIL standarts and practices
Experience and understanding in file transfer protocols and tools. (FTP, SFTP, Editran ..etc)Professional Skills
Exhibits general knowledge of MasterCard business processes, systems, products, customers and how they impact own area of work.
Takes initiative and accountability for unforeseen delays and obstacles, openly communicates situation and adjusts resources to leverage each other’s strengths.
Exhibits a high level of interest in global business trends and their impact on local businesses.
Exhibits effective oral, written and non-verbal communications with stakeholders within MasterCard and delivers high quality work, in Spanish and English.

Fuente: Jobs4It


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