Job details
Job type full-time
Full job description
Transactis, a mastercard company, works with banks and their merchants to transform traditional paper-based billing and payments to smarter electronic transactions that are more efficient, cost-effective and environmentally friendlySince 2007, transactis has been a leading provider of electronic bill presentment and payment (ebpp) solutions to businesses of all sizes.
Customer support team leader is responsible for leadership of our customer technical services team providing second-level phone and e-mail support to transactis clientsThe manager will coordinate the support workflow, assist with escalated tickets, work with our clients, and coordinate and prioritize with internal teams for assistanceAll with the objective of ensuring that we provide exceptional support to our clients to deepen our relationship and help them grow their business.
Role
Coaching and training – internal team members and clients
Escalation point of contact for complex / high priority tickets
Demonstrate a sense of urgency and ownership while working on customer issues with the goal of meeting or exceeding sla’s
Attend and establish internal calls as needed to work thru complex / high priority issues
Monthly sla and support statistics reporting
Collaborate effectively with internal and external stakeholders and teams
Organize and prioritize work to meet productivity and timeliness targets
Create, organize, and maintain auditable documentation and support procedures
Assist with knowledge center articles and organization
Develop and demonstrate proficiency in all aspects of transactis ebpp platform core and supporting systems
Responsible for ticketing and phone system administration
Recommend and drive process improvements
Work closely with the operations, product, qa, implementations, and software developers to resolve complex issues reported by customers
Liaison with product and it for release planning / support readiness
Facilitate client requests by gathering requirements for software enhancements.
Participate in process improvement efforts to improve customer experience
Attend meetings with distributors / billers to discuss support activities or results
Assist with delivering support training to new distributors and billers
Back up for director, customer technical services
All about you
Bachelor’s degree or equivalent work experience
Previous experience working in financial services, technology or saas based company in a technology, help desk or system support role preferred
Your experience goes beyond internal desktop or network support – we support software solutions that we build on behalf of our clients
Must have experience in a client-facing role and demonstrate the ability to establish effective customer relationship to drive successful results
General knowledge of payment processing including credit card and ach – you can speak the language and understand the various parties, rules and rails involved in moving money - understanding of security and compliance practices for financial services
Familiarity with help desk / crm systems and tools
Working knowledge of it functions – you aren’t an engineer, but you understand the basics and have the aptitude to learn more complex concepts
Ability to collaborate with other teams within the organization and build strong working relationship – effective rules of engagement with other teams are critical to success
Strong written and verbal communication skillsMust be able to translate technical discussions into language that can be understood and acted upon by clients
Excellent problem solving and critical thinking skills
This person must be proficient in the use of the following operating systems and software.
O windows 10
O microsoft office tools
O major web browsers
Due to covid-19, most of our employees are working from homeWe’ve implemented a virtual hiring process and continue to interview candidates by phone or video and are onboarding new hires remotelyWe value the safety of each member of our community because we know we’re all in this together.
Mastercard is an inclusive equal employment opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law.
If you require accommodations or assistance to complete the online application process, please contact reasonable.accommodation@mastercard.com and identify the type of accommodation or assistance you are requestingDo not include any medical or health information in this emailThe reasonable accommodations team will respond to your email promptly.
Corporate security responsibility
Every person working for, or on behalf of, mastercard is responsible for information securityAll activities involving access to mastercard assets, information, and networks comes with an inherent risk to the organization and therefore, it is expected that the successful candidate for this position 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.
