Analyst, Technical Solutions Monitoring

Company Description

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.

Job Description

The Analyst, Premier Client monitoring will be providing 24x7 support divided into shifts to ensure round-the-clock service. The analyst will be responsible for providing direct phone and email support specifically tailored for approximately 30 dedicated key clients.

The ideal candidate is an articulate and seasoned technical professional who understands and can appreciate the challenges organizations face in implementing and integrating payment solution into complex IT environments across heterogeneous operating environments. Candidates must have technical depth and a customer-first mentality, the desire to take the initiative to own and resolve customer issues, and interest in working in a fast paced, high growth, learning environment.
 

In this role, you are expected to:

• Provide 24 x 7 monitoring of transaction processing, portals, and settlement.
• Proactive client engagement on potential incidents and ongoing incidents.
• Receives inbound calls from clients about potential P1 and P2 issues as identified by the client and per pre-defined definitions.
• Participates in the incident management process as an escalation point between clients and the Level 3 support groups.
• Assess incident priority.
• Monitor and resolve Issues as per SOP’s and adherence to defined KPI’s.
• Utilizes pre-established phone and email communication channels to partner with clients during incident resolution and post-resolution guidance and follow-up activities.
• Proactive client engagement on potential incidents and ongoing incidents.
• Follow technical support protocols, use Visa provided Tools for daily support.

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

Qualifications

Basic Qualifications

• 2 or more years of work experience with a Bachelor’s Degree or an Advanced Degree (e.g. Masters, MBA, JD, MD, or PhD)

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)

We are looking for an individual who brings breadth of experience, a curiosity about payments, is results-driven and client focused. As a candidate, you should have:

• Bachelor’s degree with two years of technical experience/ Diploma with min. 5 years of technical/customer services experience
• Exceptional written and verbal communication skills
• Strong troubleshooting/debugging skills and a passion for problem solving and investigation
• Ability to multi-task, continually re-prioritize cases and work under pressure
• Well organized and detail oriented
• Ability to work well as part of a team

What will also help:

• Payment industry experience
• Card-not-present
• Ability to comprehend technical topics and present them to non-technical users.
• Understanding of CyberSource products and services will be beneficial
• Network protocols, infrastructure, and topologies experience
• Multiple Programming knowledge (Rest API, Java, PHP) experience

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.