Analyst, Technical Solutions - Elite Care – Escalated Team

Company Description

Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.

At Visa, you'll have the opportunity to create impact at scale — tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world. Join Visa and do work that matters — to you, to your community, and to the world.

Progress starts with you.

Job Description

The Analyst, Technical Solutions for the Elite Care – Escalated Team is an individual contributor role responsible for managing complex and escalated client issues for Visa’s Elite Care clients. This position requires strong problem-solving skills, sound judgment, and the ability to operate independently while coordinating across multiple internal teams.

The role serves as an escalation point within the Elite Care support model, handling issues that may span multiple products, platforms, or processes and require advanced investigation, coordination, and client communication. The analyst partners with internal stakeholders to drive resolution and ensure a high-quality client experience.

Responsibilities

• Serve as the primary point of contact for escalated Elite Care client issues, managing complex cases from intake through resolution
• Deliver high‑value, client‑focused support to Visa clients and internal partners, including sensitive and time‑critical situations, while advocating for client needs
• Act as a subject matter expert across multiple Visa Business Solutions products, maintaining deep technical and operational knowledge
• Independently assess complex client issues, determine appropriate resolution paths, and coordinate cross‑functional teams to drive timely resolution
• Lead and coordinate cross‑functional service delivery initiatives involving Client Success, Sales, Product, Engineering, Systems, and other internal teams
• Represent the client perspective internally by clearly communicating issue details, business impact, urgency, and required outcomes to ensure proper prioritization
• Bridge the knowledge gap between client business stakeholders and technical teams by translating requirements, system behavior, and operational impacts
• Proactively identify recurring issues, operational inefficiencies, and process gaps, and contribute recommendations to improve service quality and client experience
• Support and drive continuous improvement initiatives, including service delivery enhancements, operational reviews, and client‑driven improvement plans
• Manage complex customer change requests, system enhancements, and operational requirements while negotiating expectations internally and externally
• Maintain proactive, clear, and professional communication with clients and internal stakeholders throughout the issue and escalation lifecycle
• Ensure prompt, thorough resolution of client inquiries and maintain accurate, up‑to‑date support documentation within required timelines
• Build and sustain strong working relationships with key clients and internal stakeholders at all organizational levels
• Provide guidance and support to lower‑tier analysts on complex cases, escalation handling, and best practices
• Educate and train clients on supported services, best practices, and operational optimization
• Monitor trends, client usage patterns, and industry developments to support client initiatives and Visa’s strategic objectives
• Report key client outcomes, project accomplishments, and deliverables to senior management
• Provide leadership and timely escalation to management when issues arise that may jeopardize resolution or client satisfaction
• Support strategic planning efforts by identifying opportunities to elevate operational support from reactive to strategic engagement

This is a hybrid position. Expectation of days in the office will be confirmed by your Hiring Manager. 

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)

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 or more years of work experience with a Bachelor’s Degree 
• In-depth technical experience such as customer support / technical support. 
• Familiarity with the following tools: SQL, Splunk, Power BI, Tableau.
• Client facing experience. Demonstrated success in customer relationship management.
• Candidate