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Job Details:
Company name : Visa
Position Name : Associate Technical Support Analyst
Location: Reading
Job ID : e08d29da8ad173ec
Description : Company Description
Visa is a world leader in digital payments, facilitating more than 215 billion payments transactions between consumers, merchants, financial institutions and government entities across 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.
When you join Visa, you join a culture of purpose and belonging – where your growth is priority, your identity is embraced, and the work you do matters. We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world – helping unlock financial access to enable the future of money movement.
Join Visa: A Network Working for Everyone.
Job Description
Purpose
The Associate Technical Support Analyst (also known as TSE) represents the 1st and 2nd line of CyberSource’s support offering for the global merchant base. The team is responsible for delivering excellent client support through three primary contact channels; phone, email and eTickets.
The TSE is a CyberSource generalist, with a thorough understanding of all of CyberSource’s product sets and will be able to problem solve and translate technical concepts to all levels within our client base.
Principle Responsibilities
Answer client queries about CyberSource products and services via phone, email and eTicket, adhering to CSS process and best practice
Troubleshoot issues regarding CyberSource’s products and services
Liaise with appropriate internal teams and external parties to resolve outstanding client issues with CyberSource’s products and services
Enter pertinent case data into the CRMs to track client issues
Maintain expert knowledge of CyberSource products and services through training and self-study
Own and maintain internal process documentation and Knowledge Base articles
Configure internal systems to enable effective processing for clients using our services
Offer knowledge sharing and internal support to local / global team
Key Results Areas
This role will investigate all questions, queries, and enhancement requests raised by the global client base, offering response within agreed service level targets and resolution, without escalation, at a 90% target rate
Adherence to globally defined Customer Satisfaction scores (CSATs)
Assessed against established QA guidelines
Meet or exceed against agreed performance goals and objectives
Organizational Scope
Reports to the Technical Analyst Manager, EMEA
This role is a part of a larger global group with local reporting lines
The role sits within the Client Support Service team, along with two other local teams: Technical Account Managers (TAMs) and Product Support Engineers (PSEs)
Qualifications
Required Experience
Bachelor’s degree or relevant technical experienceStrong troubleshooting/debugging skillsWell organized and detail-orientedExceptional verbal and written communication skillsAbility to multi-task, continually re-prioritize cases and work under pressureMust be able to manage multiple service requests with strict time limits on an ongoing basisAbility to work well as part of a team
Preferred Experience
Customer Service ExperienceIntermediate-level knowledge of multiple programming / scripting languages. (Java, C/C++, Perl, PHP, etc.)Intermediate-level knowledge of Network protocols, infrastructure, and topologiesExperience within an SaaS environmentPrior knowledge of online payment processing and/or banking industryHas competency in a technical skillset, such as networking principles or coding
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.
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