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Associate Support Specialist, Platform Services

Mastercard

Peterborough, England, United Kingdom

Who 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

Associate Support Specialist, Platform Services

Overview

• The purpose of this key O&T team is to support the processing platform in its day-to-day support for internal customers and selling agents.
• The team provide tier 1 support for all platform related queries and are responsible for their timely resolution.


• Tier 1 support for the Prepaid Management Services stakeholders, i.e GCCM, Inventory, Finance, Fraud and Risk Management for all platform / technical environment related queries. Be responsible for their timely resolution
• Build and maintain professional relationships with all customer stakeholders and processing partners to ensure the timely resolution of defects ensuring all stakeholders are aware of activities and progress made.
• Actively drive resolution of major incidents, from setting up a technical bridge call, calling on Tier 2 resource for technical experience and communicating to the wider Prepaid Management Services business.

• Have you been involved or resolved a critical issue?
• Can you remain calm and excel under pressure?
• Are you an effective communicator in all mediums for various audiences?


Role

• Assist the Prepaid Management Services business by logging and resolving of requests or incidents.
• Owning the timely resolution of critical/major incidents by engaging the appropriate teams and following a structured process.
• Write and communicate to the business using the implemented process covering a wide number of topics (major incidents, maintenance notices and post incident reviews).
• Support the Platform Business Leader in creation of adhoc reports to identify trends/impact analysis.
• Attend Prepaid Management CAB meetings to review pending changes and impact.


All About You

• Must be PC literate, but a technical background is not as important as the aptitude to understand technical issues and the desire to manage stakeholders and provide excellent customer service.
• Effective communicator and influencer with the ability to liaise confidently with internal and external customers at all levels.
• Strong analytical skills and attention to detail.
• A flexible approach to tasks and be a real team player.
• The ability to work under pressure.

• ITIL Foundation level
• Broad Knowledge of Microsoft Excel including formulas.
• Technical awareness of Prepaid Management applications and services.

Equal Opportunity Employer

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