Job Description

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.

Qualifications
• Minimum of a Bachelors degree in Information Systems, Business Administration, or similar technology discipline
• In lieu of a degree, a High School Diploma or equivalent or associates degree and at least 6 years of B2B support experience in e-commerce realm will be considered
• At least 2 years of B2B support experience in e-commerce realm
• 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
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.