Support Operations Analyst, Authorizations

Job Description

The Pismo platform provides critical services to our clients, running billions of transactions every year in different regions. Providing excellent services to our clients is a key value at Pismo, which requires experienced professionals to support our clients when needed.

This role plays a critical role in supporting our clients during live operations, focusing on financial flows originating on networks such as Visa, Mastercard, and others. This position requires a proactive approach, excellent problem-solving skills, and a deep understanding of messaging protocols and transaction authorization, clearing and settlement concepts and rules.

Key Responsibilities:

• Analyze and resolve tickets related to transaction issues, including missing or unrecognized transactions.
• Serve as the primary point of contact for all issues related to network transactions, ensuring high levels of client satisfaction.
• Investigate discrepancies on our platform, making decisions such as approving, denying or replacing incorrect transactions.
• Work proactively to identify patterns and potential issues, bringing recommendations to the product and engineering teams to help improve the product over the long term.
• Monitor and analyze authorization performance metrics to track progress and identify areas for improvement

This is a remote position. A remote position does not require job duties be performed within proximity of a Visa office location. Remote positions may be required to be present at a Visa office with scheduled notice. #LI-Remote

Qualifications

Minimum Qualifications:

• Be based in Brazil
• Bachelor’s degree in fields such as Information Technology, Computer Science, Administration, or related fields.
• B2 English level or above.
• Proven experience in transaction processing and understanding of technical instruction documents, especially within Visa and Mastercard networks.
• Knowledge of transactions authorization, clearing and settlement.
• Experience working with transaction databases and familiarity with SQL or similar querying languages.
• Strong analytical and problem-solving skills, with the ability to make quick, informed decisions.
• Proficiency in interpreting behaviors and fetching results from different technical systems.
• Familiarity with international standards ISO 8583, EMV, and APIs.
• Ability to convey technical information to non-technical users clearly.

Preferred Qualifications:

• Experience in managing client support on a global scale, dealing with diverse cultural and regional considerations.
• Experience using AWS tools.
• Experience using generative AI on a regular basis.
• Experience using tools like Postman or Insomnia.
• Understanding of cloud computing and relevant technologies.
• Previous experience in a technical support role or IT-related field.
• Be curious and energized.

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.