Analyst, Technical Service Experience

About Us
Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.

At Visa, you'll have the opportunity to create impact at scale — tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world.

Join Visa and do work that matters – to you, to your community, and to the world. Progress starts with you.

Pay Transparency

Job Description

Overview:

The Technical Service Experience 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 Technical Service Experience teams in region to ensure all clients are provided with best-in-class technical service and support. They will also analyze and consolidate performance data and statistics. They 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.

In this role, you are expected to:

• Help Execute new service strategies set forth by leadership.
• Field escalated tickets from Risk & Identity Support teams globally.
• Hire, train, and grow team members on the Risk and Identity Solution product offerings.
• Identify and implement 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, log and code analysis.
• Produce and maintain reports (mainly SQL/MS Excel) to support data and KPI requirements.
• Collecting, interpreting, identifying patterns, and trends in sets of data to resolve inquiries.
• Analyze large quantities of data to find trends or patterns of potential issues.
• Design and develop tools for automation and process improvement in various software languages.
• Provide notifications and offer technical troubleshooting to clients impacted by system wide issues.
• Develop software user interfaces using internal tools and frameworks.
• Support, maintain and document software troubleshooting for VRM and VAA.
• Execute and work through Incident Management for priority client inquiries in region.
• Responsible to 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 smooth transition to CS teams.
• Manage Risk and Identity L3 knowledge base, for internal and external customer support documentation and troubleshooting guides.
• Processing customer feedback and bug reports.
• Ensure tickets are responded to and in accordance with Customer defined Service Level Agreements (SLAs) – Response, Update, and Resolution SLAs.
• This job requires you to interact with a variety of global teams to identify and resolve issues affecting all tiers of clients. These teams Include 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.
• Other Duties as assigned by management.
  

Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.

Qualifications

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:

• University degree or equivalent experience.
• Experience in customer support role in software, financial, ecommerce, or information services industry:
  • Experience diagnosing, reporting, tracking, and resolving software issues
  • Experience with File Transfer SFTP
  • Experience working in a variety of programming languages
  • Experience 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 timelines.
• 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

Visa is an EEO Employer

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.

Visa welcome and encourages application from persons with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.