Specialist, Product Operations

Our Purpose Mastercard powers economies and empowers people in 200 countries and territories worldwide. Together with our customers, we’re helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential. Title and Summary Specialist, Product Operations Group Description MasterCard Data & Services/Advisors, the professional services arm of MasterCard Worldwide, provides payments-focused consulting, marketing, information and risk management services to financial institutions and merchants worldwide. With its unique category expertise, deep understanding of customer needs and successful track record in addressing complex challenges throughout the payments lifecycle, MasterCard Advisors addresses the challenges and opportunities of its clients, enhances MasterCard's strategic and tactical performance and establishes MasterCard's global thought-leadership pre-eminence. Position Overview: The Specialist Product Operations, on the Client and Product Support/CAPS Team, 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 Mastercard/Acquirer Intelligence Center, 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. If you’re interested in driving engagement, satisfaction and loyalty in a fast-paced and ever changing environment then we’d love to have you as part of the CAPS Team. • Technical and general support is provided to customers following phone or email requests from both internal and external customers. • You 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. • Drive customer engagement and usage across select Information Services products. • Engage with external customers to help them better understand select products and consult on how best to drive and derive insights and actionability. Role • Ensure 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. • Conduct training sessions and record webinars to drive engagement and usage in the region. • Find creative solutions to problems and work with others to prioritize and implement them according to MasterCard and customer business needs • Provide 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. • Provide 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 • Strong 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 si ... (truncated, view full listing at source)