Technical Support Analyst

Company Description

Visa is a world leader in digital payments, facilitating more than 215 billion payments transactions between consumers, merchants, financial institutions and government entities across 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.

When you join Visa, you join a culture of purpose and belonging – where your growth is priority, your identity is embraced, and the work you do matters. We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world – helping unlock financial access to enable the future of money movement.

Join Visa: A Network Working for Everyone.

Job Description

The CyberSource Global Partner Solutions (GPS) Technical Support Analyst provides web, email, and phone support to our diverse and growing number of partners, resellers, and Integrated Solution Vendors. The work includes handling all inbound inquiries from the CyberSource Developer Center and assisting new and existing partners with a broad range of technical support from initial setup, error message investigations and replication, and payment processing.

Technical Support Analysts quickly identify and resolve second-level technical problems. You will be an outstanding teammate who enjoys working with others, including internal engineering and operational teams, to solve demanding customer issues. The size of the GPS Support team creates a varied role with the need for an ability to act in multiple capacities at a time.

The GPS Technical Support Analyst role does not include any programming responsibilities, but it does require knowledge of (Java, REST, C/C++, Perl, etc.), and markup languages (HTML, XML). In addition, this role will have a focused emphasis on technical cases that involve deeper dives into CyberSource connection methods and third-party cartridges. The position is a full-time telecommuter role, ideally based in Austin, TX.

Technical Support Analysts are great teammates with the ability to deliver results in a dynamic and ever-changing environment with superb communication and time management skills. In addition, they have excellent customer service skills and the ability to comprehend technical topics and present them to non-technical users. Are you well organized? Do you have a technical background with two or more years of customer service experience? If so, please apply!

This is a remote position. A remote position does not require job duties be performed within proximity of a Visa office location. Remote positions may be required to be present at a Visa office with scheduled notice.

Qualifications

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)
• 3+ years of work experience with basic knowledge of (Java, REST, C/C++, Perl, etc.), and markup languages (HTML, XML)

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)
• 4+ years of work experience as a Level 2 Technical Support Helpdesk agent
• Intermediate knowledge of (Java, REST, C/C++, Perl, etc.), and markup languages (HTML, XML)
• Exceptional verbal and written communication skills
• Strong troubleshooting/debugging skills and a real passion for problem-solving
• Quickly evaluate information, and make quick decisions based on multiple factors
• Handle multiple service requests with strict time limits on an ongoing basis
• Ability to multi-task, continually re-prioritize cases, and work under pressure
• Prior knowledge of online payment processing or the banking industry is a plus

Additional Information

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