Sr. Client Care Support

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 Sr. Client Care Support representative will be part of our World Class Client Care team and will be responsible for supporting the business and technical needs of our growing client base. You will be assisting Cybersource clients and partners through inbound digital channels. This position will be located in Austin, Texas. The position requires availability for weekday, weekend, and holiday work shifts.

Responsibilities:

• Provide exceptional customer facing skills and service to our merchants via inbound case, email, and chat, while supporting multiple interactions at a time  
• Responds to incoming client requests quickly, proficiently, and professionally while meeting specific quality expectations
• Thoroughly describe and document work using Dynamics, which includes escalating support cases to internal teams, as needed
• Commitment to the client experience by delivering results based on client feedback measuring Net Promoter Score, Customer Satisfaction Rates and First Contact Resolution
• Ability to perform with Operational Efficiency by delivering results based on Average Handle Time, Chat Wrap, and Adherence scores
• Exhibits appropriate Leadership Effectiveness by committing to demonstrate Visa’s Leadership Principles

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.

Qualifications

Basic Qualifications

• Must have a High School diploma or equivalent or relevant work experience

Preferred Qualifications

• 2 or more years of work experience
• Customer Service Representative experience required within Authorize.Net or Cybersource Merchant Support with excellent performance results
• Demonstrated commitment to quality and customer service
• Excellent verbal and written communications, people skills, customer orientation, team interaction, problem solving, and multi-tasking skills required
• Must have punctual, regular, and consistent attendance
• Must be willing to have schedule flexibility to help support growing merchant and partner needs

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 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 44,000.00 to 55,000.00 USD, 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 Insu