The Technical Support Analyst is a dedicated role responsible for ensuring an excellent customer experience through ongoing technical support of our 3D Secure products & services. A successful Analyst will support customers by interpreting information gathered from various sources to identify trends and other commonalities to resolve client inquiries.
Essential Functions
- Manage incoming and outgoing inquiries through all service channels (web, phone, email), communicates with Customers in a timely manner to ensure work is completed to their satisfaction start to finish
- Effectively balance high volume productivity demands against ability to provide analytical troubleshooting and problem resolution
- Collecting, interpreting, identifying patterns, and trends in sets of data to resolve inquiries
- Addresses and resolves incidents and requests, enter quality information into tickets and appropriately log communication through investigation and resolution of inquiries
- Ensure tickets are responded to and in accordance with Customer defined Service Level Agreements (SLAs) – Response, Update, and Resolution SLAs
- Explain application features, document customer requirements, and communicate difficult technical points to an audience of both technical and non-technical contacts
- Contributes to self-help knowledge bases and documents typical requests and incidents, resolutions, and procedures
- Assist in planning work tasks to ensure timely delivery of projects & support initiatives with customers and partners
- Achieve and grow functional knowledge of internal software products
- Uses creativity and innovation to automate and streamline processes and procedures
- Engage with Operations & Product Management as the customer advocate on platform & product roadmap discussions
- Work with other third-party vendors on troubleshooting & resolving issues
- Enable and Inspire other teammates to meet Customer needs
- Execute and work through Incident Management for priority client inquiries in region.
Additional Responsibilities
- Experience in internal/external customer communication
- Demonstrated software development and technical knowledge
- All other duties as assigned
Competencies
- Demonstrates sense of urgency and timeliness
- Accountability
- Resourcefulness
- Organizational skills
- Communication Skills
- Troubleshooting and inclination of problem-solving
- Quality Focused
- Motivated and self-starter
- Demonstrates attention to detail
- Identifies and resolves problems in a timely manner
- Pursues training and development opportunities
- Maintains confidentiality
- Puts success of team above own interests
- Inspires respect and trust
- Supports organization's goals and values
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.
Basic Qualifications
- 2 or more years of work experience with a Bachelor’s Degree or an Advanced Degree (e.g. Masters, MBA, JD, MD, or PhD)
Preferred Qualifications
- 3 or more years of work experience with a Bachelor’s Degree or more than 2 years of work experience with an Advanced Degree (e.g. Masters, MBA, JD, MD)
- In lieu of a degree, a High School Diploma/equivalent or Associate’s Degree and 6+ years of B2B support experience in e-commerce realm will be considered
- 2+ years of B2B support experience in e-commerce realm
- Experience diagnosing, reporting, tracking and resolving software issues
- Experience in direct customer communication
- Ability to use MS Office products
- Advanced knowledge of authentication and payment brand transaction flows
- Strong Listening and Retention
- Ability to function independently and in team environment
- Ability to meet deadlines
- Attention to Detail
Work Hours: Varies upon the needs of the department.
Travel Requirements: This position requires travel 5-10% of the time.
Mental/Physical Requirements: This position will be performed in an office setting. The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.
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.
Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.
U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is 82,100.00 to 116,100.00 USD per year, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401 (k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.
