This role is an individual contributor with a focus on analyzing technical complaints and providing first level support to both Internal and External staff worldwide.
The team also provides access controls designed to enroll, update, delete and audit both Internal and External profiles for various Visa portals.
This position is at a professional level and uses a set of standard procedures to execute tasks while applying analytical skills based on the type of request. This position receives a low level of guidance and supervision.
Responsibilities
Processes urgent requests for password resets and account enablement’s to minimize downtime for both Internal and External staff worldwide.
Provides level one triage for Visa portals and applications, which includes diagnosing issues, detecting patterns of impact, and ensuring the validity of complaints while working with other support teams on the resolution of Client inquiries/requests.
Assists in coordinating internal resources to accomplish Visa and Client objectives and ensure Client experience standards are met.
Maintains access controls responsibility for a wide variety of applications, which involves enrolling, updating, entitling and deleting both internal and external staff profiles.
Provide information, direction, and education to Clients regarding the various Visa Portals, products, and services, ensuring understanding of best practices regarding usage and functionality.
Able to shift priorities as needed and demonstrate proactive willingness to help others, to ensure customer expectations are exceeded and advocate on behalf of the Clients.
Manages phone hotlines, assigned emails, and web requests to protect service level targets, while leveraging a CRM tool to track daily activities
Identifies internal procedures, opportunities and value-added solutions that enhance Client experience and work in collaboration with management to implement.
Creates company-wide relationships, to support the initiative of providing prompt and efficient service for our clients and leverages these relationships to develop understanding of the tools housed in the Visa Portals and increase the efficiency in support to clients.
Makes decisions guided by policies and procedures.
Works independently and receives minimal guidance, once training is completed
Responsible for adhering to Visa’s Key Controls, including the protection of non-public data.
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.
Minimum of one year experience with general call center technical and/or operations support preferred
Advanced knowledge of ticketing systems related to technical support preferred
Course work in computer science or information technology preferred
Needs solid PC skills in a Windows environment. Familiarity with Microsoft Office and Excel is strongly recommended
Understanding of Visa products and services, risk management tools, and marketing information preferred.
Must be able to manage multiple service requests with strict time limits
Needs ability to comprehend and translate technical issues into business concepts.
Needs ability to make quick decisions based on client needs
Must be able to set priorities and manage customer expectations.
Excellent verbal and written communication skills required. Spanish and/or Portuguese a plus.
Must be accurate, well organized, and detail-oriented
Needs ability to work as part of a high-performing team
Spanish speaker required and Portuguese speaker preferrable
Will be responsible for additional duties as needed
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.
