Team Summary

CyberSource, a Visa company, is a global leader in eCommerce payment management. CyberSource was one of the world's first payment gateways, connecting online merchants to payment networks, including Visa. Today, CyberSource offers a full-service payment management platform for eCommerce merchants, combining global payment processing, fraud management and payment security systems. 

Client Services provides industry-leading operational support to Visa’s clients around the world. With our deep knowledge and expertise, we are a key internal partner to product and technology, bringing the voice of the customer into the design, development and successful deployment of Visa products and services. In addition to supporting implementation of Visa products and services globally, Client Services is also responsible for a host of critical services that support the broader Visa organization and clients, including Visa Rules management, cardholder disputes, compliance, client testing and configuration, and client tools.

We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.

What a Technical Solutions Analyst does at Visa:

The Visa Technical Solutions team supports our clients in the use of a range of core products and value-add services. We play a critical role in Visa as our clients depend on our products and services to run their business optimally. With our deep knowledge and expertise, we enable our clients to derive maximum benefits from their investments in our products and services

Responsibilities:

• Act as primary technical point of contact for a portfolio of merchants and partners, addressing any technical challenges or payment questions a merchant that may arise
• Manage merchant escalations until the issues have been resolved
• Manage merchant implementations and provide consultative payment guidance
• Educate merchants on how new Cybersource products and functionalities may contribute to their business models
• Monitor accounts to ensure optimal transaction performance
• Advocate product enhancement requests with our cross-functional teams
• Lead product trainings and perform merchant business reviews as needed
• Build deep product knowledge in Cybersource products and services
• Partner with Sales to build relationships with technical and business contacts across merchant account portfolio
• Engage with merchants in face-to-face meetings
• Occasional travel may be required (10% travel)

Why this is important to Visa?

Technical Solution Analysts are the main technical liaisons for Cybersource’s Premier Enterprise merchants. As a Technical Solution Analyst within the Cybersource Customer Support team, you will be responsible for managing the technical aspects for our merchants’ implementations on the Cybersource side and will assist in ensuring that our merchants’ integrations are functioning optimally. Technical Solution Analysts assist with a merchant’s initial launch of Cybersource products and services and are also responsible for fostering the merchant relationship after the initial implementation. Should a merchant encounter any Cybersource related concerns, the Technical Solution Analysts would address the issue, or help drive the incident to a resolution.

Projects you will be a part of:

This is an incredibly exciting time to join the Cybersource Client Services team. You will be operating in a fast paced, unstructured setting to contribute establishing a new business line. You will work with strategically important clients of Visa to deploy and operationalize new use cases by collaborating with a high performing team.

As part of the team, you will get opportunity to work on strategically important projects for clients and Visa.

• Provide technical support and account management of top tier Visa / Cybersource accounts in Greater China.
• Manage new accounts in the pipeline.

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

What you will need:

• 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 in Computer Science, Information Technology or equivalent
• 5+ years of experience in a customer support / account management role
• Strong understanding of technical concepts, programming languages (Java/C++, Python, etc.) and markup languages (HTML, XML)
• Proven track record of a strong customer focus 
• Must have the ability to skillfully prioritize and manage concurrent merchant projects and issues
• Ability to learn and articulate complex topics to both technical and business audiences 
• Ability to conduct hard negotiation with clients under stretched terms 
• Excellent written and verbal communication skills in English and Mandarin
• Experience in working with cross-functional/cross-departmental and virtual teams
• Self-starter with strong organization and resolution management skills
• Must be able to work well as a part of a team
• Self-starter with strong organization skills and resolution management 

What will also help:

• 3+ years of payment industry experience
• Technical skills and experience
• Card-not-present, card-present and risk mitigation methodology experience is strongly preferred
• Experience in project management

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.