Client Issue Resolution Analyst (operational issues)

Job Description

• Handle all inbound client interaction through voice, chat, email and support case channels
• Skilled in resolving problems which involve advanced interactions and displaying exceptional levels of professionalism working alongside various internal teams
• Cybersource level 2 Associates must be able to quickly identify and resolve technical problems ranging from network issues, connection method errors, and payment processing problems through fundamental working knowledge and advanced troubleshooting techniques
• In addition, skilled to perform configurations and service enablement on behalf of the client which requires extreme accuracy and execution
• Evaluate the nature of each situation and determine the appropriate action to resolve the issue
• Must be a great team player, with the ability to deliver results in a dynamic and ever-changing environment with excellent communication and time management skills
• Commitment to the client experience by delivering results based on client feedback measuring Net Promoter Score, Customer Satisfaction Rates and First Contact Resolution
• Ability to deliver results with operational efficiency (Case duration)
• Utilize Microsoft Dynamics (CRM) to manage all cases to completion by thoroughly documenting and proactively managing each case from creation to resolution which includes escalating support cases to internal teams, as needed
• Demonstrates effective leadership by Obsessing about Customers, Execute with Excellence, Collaborate and Lead Courageously

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

Qualifications

• 3+ years of customer service experience.
• Tenure as a Sr. Support team member required.
• Strong troubleshooting skills.
• Ability to multi-task, continually re-prioritize cases and work under various constraints.
• Excellent verbal and written communications, interpersonal skills, customer orientation, team interaction, problem solving, and multi-tasking skills required.
• Customer service skills including call de-escalation techniques and a commitment to quality service.
• Self-motivated with the ability to work within a team and independently.
• Ability to quickly identify problems and then take appropriate action to solve, including effective communication skills to wide audiences.
• Adapts easily to shifting priorities and challenges.
• Must have punctual, regular, and consistent attendance.
• Advanced English speaker (both written and oral) and Russian speaker.
• Preferred (beneficial expertise):
• Programming language knowledge and Card-not-present (e-commerce or payment gateway) experience is highly preferred.
• Experience with REST API.

Additional Information

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.