Technical Support

• Based within the Payment Gateway Services Division space you will provide 1st and 2nd level technical support to our internal and external customers
• 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
• May have to work in a rotating shift, primarily covering Asia Business hour starting as early as 7 am IST.
• Should be flexible working in a hybrid work environment which requires to be working from office certain days a week.

• Manage the administration of merchant onboarding, profile configuration, and reporting
  providing first and second level technical support to our customers, partners, service providers, and other departments for the operational support of the 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 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 other regional 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 products and services

• This is a Level 1 support profile
• This role requires you to be logged into Phone Systems to receive calls to support our customers
• Prepare data and analysis for monthly and ad hoc discussions/coaching sessions with the Manager
• Follow break management guidelines followed by the team

All About You

• Experience in a technical external customer/client service/support role
• Proven ability to communicate effectively and work collaboratively with a diverse audience and adjust language style to meet the needs of the audience as required
• Knowledge of eCommerce/payments industry products and services

  is preferred

• Basic understanding of the internet, web programming languages, networking, and SQL
• Proven ability and excellent track record in meeting and exceeding customer-specific SLAs coupled with solid problem-solving skills
• Demonstrated experience in CRM and Microsoft Office applications