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 DescriptionThe Advanced Technical Solutions Analyst is a global third-line support function which provides enhanced level of technical assistance for issues and the collection, validation and interpretation of data and statistics
This job requires you to interact with a variety of global teams to identify and resolve issues affecting all tiers of clients. These teams Include Technical Solution, Product, Engineering, Data Scientist, Operations, Sales, and Technical Account Managers (TAMs). You will be responsible for working with these teams to identify and resolve issues affecting all tiers of clients.
Work streams covered by this role are scheduled, proactive & reactive in nature, making this one of the most varied & flexible roles within the company. The role carries implicit seniority, so whilst there is no management of staff, you will be required to offer training and coaching to junior engineers and present technical issues to non-technical colleagues at all levels within the organization. This role reports into the Director of, Customer Support for Risk and Identity Solutions.
In this role, you are expected to
Analyse and consolidate performance data and statistics
Support the customer implementation and customer support groups in designing integration solutions, troubleshooting issues, and analyzing data to contribute to VISA goals and initiative
Be responsible for managing escalations from other work groups within the CS team Organization, relating to the A2A, VRM/VAA, VCAS, and CCA Risk and Identity Solution product offerings, as well as maintaining and following processes involving departments outside of the CS Group
Field escalated tickets from Risk & Identity Support teams globally
Support, debug and troubleshoot existing applications and/or database issues
Claim and manage highly technical (API related, Developer centric) escalations from clients and CS teams. Utilize CS documentation, usage of test accounts, and knowledge of the RAIS products including VRM to resolve multiple and concurrent issues in a timely manner
Participate in Customer Troubleshooting Escalations and Work Sessions
Troubleshoot product related bugs by reproduction, user testing, log and code analysis
Produce and maintain reports (mainly SQL/MS Excel) to support data and KPI requirements
Collecting, interpreting, identifying patterns, and trends in sets of data to resolve inquiries
Analyse large quantities of data to find trends or patterns of potential issues
Design and develop tools for automation and process improvement in various software languages
Provide notifications and offer technical troubleshooting to clients impacted by system wide issues
Develop software user interfaces using internal tools and frameworks
Support, maintain and document software functionality Troubleshooting for VRM and VAA
Execute and work through Incident Management for priority client inquiries in region
Responsible to be a subject matter expert in the following areas including but not limited to:
Visa Protect Account to Account
VRM Rules expected outcomes, configurations, Rule and VRM UI Troubleshooting
Visa Consumer Authentication Service (VCAS)
Cardinal Consumer Authentication (CCA)
Pro-active monitoring of incidents such as enumeration attacks
Processing customer feedback and bug reports
Ensure tickets are responded to and in accordance with Customer- defined Service Level Agreements (SLAs) – Response, Update, and Resolution SLAs
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.
QualificationsWe are looking for an individual who brings a breadth of experience, a curiosity about payments, is results-driven and client focused. As a candidate, you should have experience in:
-Customer support role in software, financial or information services industry
-Diagnosing, reporting, tracking, and resolving software issues
-File Transfer SFTP
-Working in a variety of programming languages
-Working in a variety of environments – Windows, Linux
-Data using TSQL
-Basic network troubleshooting experience
-Programming - multiple dev languages
-Skillfully prioritizing and managing concurrent projects and issues
-Demonstrating a sense of urgency and timeliness
-Excellent written and verbal communication skills
-Taking the initiative to research and learn on your own resourcefulness, motivated, self-starter, willing to learn new programs
-Working with cross-functional/cross-departmental and virtual teams
-Quality Focused Demonstrates attention to detail listens and requests clarification
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.