Job Description Summary

This role reports through to the Manager, Customer Technical Services in the Welwyn Garden City Office for the MasterCard Payment Gateway Services Division

Based within the Merchant Services space you will provide technical support to internal and external customers working a 7 day shift roster , each shift comprising of 7 hours, between 8am and 6.30pm

Technical 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

Role

Manage the administration of merchant on boarding, profile configuration and reporting

Providing L2/L3 technical support to MasterCard customers, partners, service providers and other MasterCard departments for the operational support of the MasterCard Payment Gateway platform;

Supports and manages technical incidents that are recorded and tracked within the CRM system and where required, raised to the Engineering team for development/bug fixes.

Prepare and distribute communications with customers, partners, services providers and other MasterCard departments, including communications throughout incidents, as well as general reporting and informational communications;

Complete daily, weekly and monthly administration tasks;

Complete daily handover meetings with the Asia Pacific and US teams to ensure continuous follow the sun support

Ensure that the Manager is always informed of workload status and details of key issues;

Work to ensure that the team can meet or exceed agreed Service Level Agreements

Adhere to and follow MasterCard policies and procedures in all activities;

Continuously develop knowledge of all relevant MasterCard products and services;

All candidates are required to be fluent in the French Language both Verbally and written