This role is an individual contributor with a focus on analyzing technical complaints and providing first level support to both Internal and External staff worldwide. 

In addition, this role will perform duties related to second level escalations, quality control, project management, IT development, CRQ oversight, SOP governance and team training.

The role will also support the team also provides access controls designed to enroll, update, delete and audit both Internal and External profiles. 

This position is at a professional level and uses a set of standard procedures to execute tasks while applying analytical skills based on the type of request. This position receives a low level of guidance and supervision.

Responsibilities

• Serves as a point of contact for all operational issues, concerns and requests from internal and external clients and escalates as necessary.
• Performs new hire training and participates in coaching sessions with manager as required.
• Assists management in establishing, monitoring and maintaining departmental key performance indicators as a measure of quality control.
• Coordinates implementation of special projects while ensuring the collection of all data elements and guaranteeing timeframes.
• Supports the development of SharePoint solutions for both internal and external departments.
• Helps construct documents and SOPs for all internal processes
• Is responsible for managing the notifications and measuring the impact of IT deployments and CRQs.
• All of the responsibilities of the department’s Sr. Service Support Specialist role as described below:
• Processes urgent requests for password and session resets to minimize downtime for both Internal and External staff worldwide.
• Provides level one triage for business applications, which includes diagnosing issues, detecting patterns of impact, and ensuring the validity of complaints.
• Works closely with management and IT to communicate future application Changes, current troubleshooting efforts, and ticket statuses.
• Supports regularly scheduled technology projects, including application testing, both pre and post deployment.
• Manages severity incidents with IT support teams and regularly informs impacted lines of business and senior management.
• Assists enforcement of Business Continuity Plans related to catastrophic IT failures, security alerts, or weather events.
• Maintains access controls responsibility for a wide variety of applications, which involves enrolling, updating, entitling and deleting both internal and external staff profiles.
• Responsible for staff on-boarding and off-boarding, which includes administering applications to support call routing and call recording.
• Asserts compliance controls for multiple systems, including regularly auditing AD groups and validating privileged accesses.
• Accountable for resolving infrastructure complaints and requests.
• Educates clients on all supported products and applications, ensuring understanding of best practices regarding usage and functionality.
• Manages phone hotlines, assigned emails, and web requests to protect service level targets, while leveraging a CRM tool to track daily activities.

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

• Excellent team leadership and guidance competencies
• Minimum of two years in a call center environment required
• Minimum of one year experience with general call center technical and/or operations support preferred
• Advanced knowledge of ticketing systems related to technical support preferred
• Course work in computer science or information technology preferred
• Needs solid PC skills in a Windows environment. Familiarity with Microsoft Office and Excel is strongly recommended
• Understanding of Visa products and services, risk management tools, and marketing information preferred.
• Must be able to manage multiple service requests with strict time limits
• Needs ability to comprehend and translate technical issues into business concepts.
• Needs ability to make quick decisions based on client needs
• Must be able to set priorities and manage customer expectations.
• Excellent verbal and written communication skills required.
• Must be accurate, well organized, and detail-oriented
• Needs ability to work as part of a high-performing team
• Will be responsible for additional duties as needed

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.