The successful candidate will work closely with his/her customer support colleagues and all with other Operations team members for resolving queries and collaborating on specific initiatives. In addition, there is regular contact with the Finance team relating to specific queries or as part of internal processes.

Role

As part of the HomeSend Customer Support team, the successful candidate will full fill two main missions:

• Provide assistance to HomeSend customers relating to their use of HomeSend services. While the Level 1 team is the first point of contact for customers handling most queries, the Level 2 customer support team members handle the more complex customer cases and provide support and training to the Level 1 team.
• Provide operational monitoring and support for services provided to our customers.

Key responsibilities

• Provide technical and business-related knowledge to the L1 team to help resolve customer queries, this includes knowledge management (documentation)
• Detect possible service interruptions to our partners and anticipate potential problems
• Root cause analysis (mature problem, configuration, change mgmt., process)
• Analyze service performance trends
• Escalate to appropriate group a detailed issue tracking (ticket), status update to logger (requester)
• Process automation capabilities & detect possible procedural improvements
• Resolve customer queries that have been forwarded by the Level 1 team
• Take ownership by coordinating the feedback to the customer where analysis is required from other HomeSend departments
• Perform customer service monitoring value analysis
• Carry out specific research for technical queries both internal and external

-more-

• Coordinate minor configuration changes that must be performed by customers
• Monitoring of specific transactional flows
• Participate in monitoring of internal operational processes
• Creation of system generated alarms to anticipate potential partner service interruptions

All About You

• Has studied at higher education level, can learn fast and is willing to reach autonomy rapidly.
• Can manage stressful situations and is willing to maintain an up-to-date knowledge the company's systems, products and procedures.
• Has excellent inter-personal communication skills and can demonstrate a customer-service oriented attitude and a supportive mindset.
• Can display analytical thinking and to provide consultancy and guidance to Customer about specific question
• Has proven experience in a technical/commercial/support position, preferably in a service or financial institution.
• Is familiar with common Information Technology Office tools (MS Excel) and is interested in acquiring more knowledge in this domain.
• Can provide training to newcomers and/or customers.
• Very good knowledge of the English language (verbal and written) and any other language is an asset.
• ITIL – certification is a plus
• Basic knowledge of Linux, Splunk, Jira is a plus
  

Soft skills • Leadership – Leadership is demonstrated by actions, accountability and results. • Communicate clearly and appropriately • Problem solving, prioritization

• Organization, time management, work management – Plan and manage your work efficiently
• Customer service oriented
• Data processing

• Ability to work and interact effectively in a multi-cultural team. • Spoken and written technical English is mandatory. • Innovative – Suggest new technologies and/or methods to improve our service and daily jobs • Teamwork – A good team works as one – locally, globally • Positive attitude – Positive attitude produces positive results; enjoy what you do • Customer focus – Our customers are the reason for our existence • HomeSend’s goals drive your behavior – Deliver outcomes based on HomeSend’s goals.

COVID-19 Considerations

We value the safety of each member of our community because we know we’re all in this together. In many locations, which may change over time, we’ve implemented a virtual hiring process and continue to interview candidates by video or phone. In addition, in some locations, only individuals who have been fully vaccinated will be permitted inside Mastercard offices until further notice.

In the US, Mastercard is a government contractor, which may legally require most Mastercard employees to be vaccinated unless a verified approved medical or religious exemption is granted. Further, we are currently making every effort towards having employees return to work in the office 2 days per week, if that makes sense for their team. Everyone must be vaccinated to enter Mastercard offices at this time. Therefore, we expect all candidates to be vaccinated or to be approved for a medical or religious accommodation prior to commencing work at Mastercard.

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.