Company Description

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 Description

This role 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. The team will be responsible for managing escalations from other work groups within the CS Organization, relating to the Risk and Identity Solution product offerings, as well as maintaining and following processes involving departments outside of the CS Group. 
 
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 while there is no management of staff, the candidate 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.

Help Execute new service strategies set forth by leadershipField escalated tickets from Risk & Identity Support teams globallyHire, train, and grow team members on the Risk and Identity Solution product offeringsIdentify and implement strategies to improve quality of service, productivity, and Customer communicationSupport, 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 to resolve multiple and concurrent issues in a timely manner. Participate in customer troubleshooting escalations and work sessionsTroubleshoot 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.Analyze large quantities of data to find trends or patterns of potential issuesDesign 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 VAAExecute 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 AccountVRM Rules – expected outcomes, configurations, Rule and VRM UI TroubleshootingVisa Consumer Authentication Service (VCAS)Cardinal Consumer Authentication (CCA)Participate in new product pilots to help ensure smooth transition to CS teams  Manage Risk and Identity L3 knowledge base, for internal and external customer support documentation and troubleshooting guidesProcessing customer feedback and bug reportsEnsure tickets are responded to and in accordance with Customer defined Service Level Agreements (SLAs) – Response, Update, and Resolution SLAsThis 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)Support the customer implementation and customer support groups in designing integration solutions, troubleshooting issues, and analyzing data to contribute to VISA goals and initiativesOff hours on-call availability when requiredWork with software engineering on issues that cannot be resolved to identify a root cause problem

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

Qualifications

We 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 customer support role in software, financial, ecommerce, or information services industryDiagnosing, reporting, tracking, and resolving software issuesFile Transfer SFTPWorking in a variety of programming languagesWorking in a variety of environments – Windows, LinuxWorking with data using TSQLBasic network troubleshooting experienceProgramming experience - C#, Java, HTML, XML, JavaScript, SQL, jQuery, CSS, AJAX, HTML, XSL, Perl, PHPMust be able to skillfully prioritize and manage concurrent projects and issuesDemonstrate sense of urgency and timelinessExcellent written and verbal communication skillsTake the initiative to research and learn on your own: Resourcefulness, motivated, self-starter, willing to learn new programsExperience in working with cross-functional/cross-departmental and virtual teamsQuality Focused: Demonstrates attention to detail listens and requests clarificationContribute to building a positive team spiritFollow policies and procedures

What will also help:

Consulting experienceEcommerce industry experienceUnderstanding of VISA Risk & Identity products and servicesIncident Management experience

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.