Job Description And Responsibilities

What’s it all about?

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Visa has an exceptional opportunity for Analyst in the Technical Solutions team within the Client Services organization.

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Technical Solutions is a team of subject matter experts within the Client Services function. Technical Solutions sits at level 3 of the support model and resolves highly complex issues that are escalated from our frontline support teams. The role of Analyst in Technical Solutions will provide in-depth technical support to resolve client issues with our Acceptance Solutions products, including Cybersource and Authorize.net. Technical Solutions teams also work closely with our Technology and Product teams to identify opportunities for improvement in our solutions.

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Duties of the role include: taking ownership of the client’s issue, working with other internal or external parties to resolve, providing regular communication to manage client expectations, continuous training to maintain a high-level of technical skill, and training other team members across Client Services.

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What we expect of you, day to day:

• Utilizing strong analysis and problem-solving skills to resolve technical problems, applying in-depth knowledge of Acceptance solutions.
• Provide timely and effective support to customers via phone and email, ensuring high levels of customer satisfaction.
• Proactively acquire and enhance all necessary technical expertise for the role, including through self-directed learning to keep up with industry developments.
• Work closely with other technical teams to escalate and resolve complex issues.
• Create, edit, and distribute client notifications and communications
• Resolving issues independently and managing your workflow to meet deadlines.
• Maintain accurate records of issues, solutions, and customer interactions in the case logging tool.
• Identify, troubleshoot, and resolve queries for Visa Acceptance products and services.
• Develop effective working relationships with external and internal clients and achieve the required client satisfaction metrics.
• Contribute to the continuous improvement of support processes and procedures.
• Manage technical communications with client’s technical team and customer services team.
• Maintain strong relationships with team members and key stakeholders (Client Success Managers, Product, Ops, and IT).

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This is a hybrid position. Expectation of days in the office will be confirmed by your Hiring Manager. ​

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Qualifications

Basic Qualifications:
2+ years of relevant work experience and a Bachelors degree, OR 5+ years of relevant work experience

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Preferred Qualifications:
3 or more years of work experience with a Bachelor’s Degree or more than 2 years of work experience with an Advanced Degree (e.g. Masters, MBA, JD, MD)
Payment industry experience is strongly preferred, including card-not-present, card present, PCI, and payment risk mitigation methodology experiences’
Experience with ERP, OEM, CRM, FI, ISV systems and associated technologies
Strong understanding of technical concepts, networking principles, databases, programming languages REST, Java, C/C++, etc., and markup languages HTML, XML.
Demonstrated program-level, complex, ambiguous, and/or multifaceted solution requirements and architectures.
Implementation-based project management/ product management experience with cross-functional and technology-centric teams
Client facing experience. Demonstrated success in customer relationship management.
Must demonstrate strong complex problem-solving capabilities.
Ability to articulate complex topics to variable audiences is required.
Must be able to effectively strategize and prioritize against multiple high-impact initiatives.
Excellent interpersonal skills, including the ability to develop relationships across different levels of the organization.
Excellent written and verbal communication skills, detail oriented and committed to a high degree of accuracy.
Be a self-starter with strong organization skills and resolution management.

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