The Advanced Technical Solutions Analyst is a global third-line support function which provides enhanced level of technical assistance for issues and the collection, validation and interpretation of data and statistics. This position will be responsible for the day-to-day operations of the Advanced Technical Solution teams in region to ensure all clients are provided with best-in-class technical service and support. You will also analyse and consolidate performance data and statistics. You will support clients directly through incident management acting as the front line and an SME escalation point for VISA Operations Control Center (VOCC) for RaIS client escalations and incident Management.
Work streams covered by this role are scheduled, proactive & reactive in nature, making this one of the most varied & flexible roles within the company. The role carries implicit seniority, so while there is no management of staff, the candidate will be required to offer training and coaching to junior engineers and present technical issues to non-technical colleagues at all levels within the organization. This role reports into the Director of, Customer Support for Risk and Identity Solutions.
In this role, you are expected to
- Contribute to the implementation of new service strategies as defined by leadership.
- Field escalated tickets from Risk & Identity Support teams globally.
- Identify and suggest strategies to improve quality of service, productivity, and Customer communication.
- Support, debug, and troubleshoot existing applications and/or database issues.
- Claim and manage highly technical (API related, Developer-centric) escalations from clients and CS teams. Utilize CS documentation, usage of test accounts, and knowledge of the RAIS products to resolve multiple and concurrent issues in a timely manner.
- Participate in customer troubleshooting escalations and work sessions.
- Troubleshoot product-related bugs by reproduction, user testing, and log analysis.
- Produce and maintain reports (mainly SQL/MS Excel) to support data and KPI requirements.
- Collect, interpret, and identify patterns and trends in sets of data to resolve inquiries.
- Analyse large quantities of data to find trends or patterns of potential issues.
- Provide notifications and offer technical troubleshooting to clients impacted by system-wide issues.
- Support, maintain, and document software troubleshooting for VRM and VAA.
- Execute and work through Incident Management for priority client inquiries in the region.
- Be a subject matter expert in the following areas including but not limited to:
- · Visa Protect Account to Account
- · VRM Rules expected outcomes, configurations, Rule and VRM UI Troubleshooting
- · Visa Consumer Authentication Service (VCAS)
- · Cardinal Consumer Authentication (CCA)
- Participate in new product pilots to help ensure a smooth transition to CS teams.
- Manage Risk and Identity L3 knowledge base for internal and external customer support documentation and troubleshooting guides.
- Process customer feedback and bug reports.
- Ensure tickets are responded to in accordance with Customer defined Service Level Agreements (SLAs).
- Interact with a variety of global teams to identify and resolve issues affecting all tiers of clients, including Technical Solution, Product, Engineering, Data Scientist, Operations, Sales, and Technical Account Managers (TAMs).
Additional Responsibilities
- Experience in internal/external customer communication
- Work with software engineering on issues that cannot be resolved to identify a root cause problem
- Working Off Hours and Weekends
- Off hours on-call availability
- Other Duties as assigned by management
This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.
Qualifications
We are looking for an individual who brings a breadth of experience, a curiosity about payments, is results-driven and client focused. As a candidate, you should have:
Experience in a customer support role in software, financial, ecommerce, or information services industry with:
- Diagnosing, reporting, tracking, and resolving software issues
- File Transfer SFTP
- Working in a variety of programming languages
- Working in a variety of environments – Windows, Linux
- Experience working with data using TSQL
- Basic network troubleshooting experience
- Programming experience - C#, Java, HTML, XML, JavaScript, SQL, jQuery, CSS, AJAX, HTML, XSL, Perl, PHP
- Must be able to skillfully prioritize and manage concurrent projects and issues
- Demonstrates sense of urgency and timeliness
- Excellent written and verbal communication skills
- Takes the initiative to research and learn on their own: Resourcefulness, motivated, self-starter, willing to learn new programs
- Experience in working with cross-functional/cross-departmental and virtual teams
- Quality Focused: Demonstrates attention to detail listens and requests clarification
- Contributes to building a positive team spirit
- Puts success of team above own interests
- Displays passion and optimism inspires respect and trust
- Follows policies and procedures
- Support VISA organizations goals and values
What will also help:
- Consulting experience
- Ecommerce industry experience
- Understanding of VISA Risk & Identity products and services
- Incident Management experience
