Sr. Customer Solution Analyst at Visa

Job Description

Purpose:

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

Essential Functions:

• Manage incoming and outgoing inquiries through all service channels (web, phone, email), communicates with Customers in a timely manner to ensure work is completed to their satisfaction start to finish

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

• Collecting, interpreting, identifying patterns, and trends in sets of data to resolve complex inquiries

• Addresses and resolves incidents and requests; enter quality information into tickets and appropriately log communication through investigation and resolution of inquiry

• Act as Level 2 Technical Support for VISA Global Level 1 Support Teams and Resellers

• Recurring Production Support meetings with VISA Global Level 1 Support Teams and Resellers to help enable our partners to support 3DS products & Services

• Ensure tickets are responded to and in accordance with Customer defined Service Level Agreements (SLAs) – 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

• Contributes to self-help knowledge bases and documents typical requests and incidents, resolutions and procedures

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

• Achieve and grow functional knowledge of internal software products

• Help define, develop and implement new support procedures to help improve Customer experience and Ticket Resolution times

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

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

• Work with other third-party vendors on troubleshooting & resolving issues

• Enable and Inspire other teammates to meet Customer needs

Additional Responsibilities:

• Experience in internal/external customer communication

• Demonstrated software development and technical knowledge

• All other duties as assigned

Qualifications

Competencies:
• Demonstrates sense of urgency and timeliness
• Accountability
• Resourcefulness
• Organizational skills
• Communication Skills
• Troubleshooting and inclination of problem-solving
• Quality Focused
• Motivated and self-starter
• Demonstrates attention to detail
• Identifies and resolves problems in a timely manner
• Pursues training and development opportunities
• Maintains confidentiality
• Puts success of team above own interests
• Inspires respect and trust
• Supports organization's goals and values

Knowledge/Skills/Abilities:
Required:
• Minimum of a Bachelor's degree in Information Systems, Business Administration, or similar technology discipline
o In lieu of a degree, a High School Diploma/equivalent or Associate’s Degree and 6+ years of B2B support experience in e-commerce realm will be considered
• 4+ years of B2B support experience in e-commerce realm
• Intermediate level understanding of JavaScript, API, native app SDKs
• SQL capabilities to extract and analyze data
• Experience diagnosing, reporting, tracking and resolving software issues
• Experience in direct customer communication
• Ability to use MS Office products
• Advanced knowledge of authentication and payment brand transaction flows
• Strong Listening and Retention
• Ability to function independently and in team environment
• Ability to meet deadlines
• Attention to Detail

Additional Information

This position will be performed in an office setting.  The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers, and reach with hands and arms.

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.