Technical Support Analyst

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

The Technical Support Analyst is a dedicated role responsible for ensuring an excellent customer experience through ongoing technical support of our 3D Secure products and services. A successful Analyst will support customers by interpreting information gathered from various sources to identify trends and other commonalities to resolve client inquiries.

Essential Functions

• Manage incoming and outgoing inquiries through all service channels i.e. web, phone, email.

• Communicate with customers in a timely manner to ensure work is completed to their satisfaction from start to finish

• Effectively balance high volume productivity demands against ability to provide analytical troubleshooting and problem resolution

• Collect, interpret, identify patterns and trends in sets of data to resolve inquiries

• Address and resolve incidents and requests i.e. enter quality information into tickets and appropriately log communication through investigation and resolution of inquiries

• Ensure tickets are responded to and in accordance with Customer defined Service Level Agreements i.e. Response, Update, and Resolution SLAs

• Explain application features, document customer requirements, and communicate difficult technical points to an audience of both technical and non-technical contacts

• Contribute to self help knowledge bases and document typical requests and incidents, resolutions, and procedures

• Assist in planning work tasks to ensure timely delivery of projects and support initiatives with customers and partners

• Achieve and grow functional knowledge of internal software products

• Use creativity and innovation to automate and streamline processes and procedures

• Engage with Operations and Product Management as the customer advocate on platform and product roadmap discussions

• Work with other third party vendors on troubleshooting and resolving issues

• Enable and inspire other teammates to meet Customer needs

• Execute and work through Incident Management for priority client inquiries in region.

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.