The 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 including 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 analysing 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 VRM/VAA, VCAS, and CCARisk 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)
- 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.
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 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 prioritising 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.
