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 DescriptionIn this role, you are expected to:
Field escalated tickets from VCAS and CCA (Authentication Solutions) support teams globally.
Support, debug and troubleshoot existing applications and 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 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 and MS Excel) to support data and KPI requirements.
Collecting, interpreting, identifying patterns, and trends in sets of data to resolve inquiries.
Analyze 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 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:
Cardinal Consumer Authentication (CCA)
Visa Consumer Authentication Solutions(VCAS)
Processing customer feedback and bug reports
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 breadth of experience, a curiosity about payments, is results-driven and client focused. As a candidate, you should have:
• Bachelor's Degree in Business, Finance, Technology or equivalent discipline
• Minimum 5 years of successful technical support and relationship management experience
• Advanced knowledge of authentication and payment brand transaction flows
• Competitive awareness and proficient in explaining Cardinal's product and service differentiators
• Ability to read and troubleshoot transaction logs
• Strong financial acumen, proven analytical and decision-making abilities
• Drive results and successfully handle multiple priorities against tight deadlines
• Proven ability to take initiative and work independently
• Superior customer focus and drive for results
• Ability to work in a virtual environment while travelling, i.e. solid time management, organization, negotiation and influence skills
• Ability to proactively identify business opportunities and persuasively influence both internal and external constituents
• Demonstrated strong leadership capabilities and interpersonal skills
• Superior teamwork, interpersonal and communication skills
• Excellent written and verbal communication in English
• Ability to translate technical communications from engineers into client facing material
• Candidate must be a self-starter and have a strong collaborative working style to work in a global team environment
• Strong self-managed organization skills including resolution management and follow through
• High degree of proficiency in MS Office (Word, PowerPoint, Excel)
• Client facing experience
• Knowledge on network
What will also help:
● Payments industry knowledge
● Experience working in fast paced, high-growth start up environments a plus
● Understanding of mobile payments, including contactless payments, online or remote payments, QR Codes, cloud-based payments, and chip cards (contact and contactless)
● Understanding of networking concepts and encryption protocols.
● High degree of proficiency in SalesForce preferred
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.