Analyst, Technical Solutions (REMOTE)

Company Description

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in 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 while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Job Description

• Provide ad-hoc Technical Support to CyberSource’s key customer base, including troubleshooting and resolution, through phone calls, emails and face-to-face meetings
• Liaise with clients alongside the Account Manager, representing CyberSource’s products and services from both a technical and software integration perspective.
• Manage technical communications with client’s technical team, project team, customer services team and senior executives
• Proactively resolve business & technical problems.
• Work with global front-line support teams for technical escalation and issue management.
• Meet with existing clients for regular and ad-hoc service related reviews.
• Work with clients to achieve an understanding of their core business and vertical and where CyberSource can add value.
• Project-manage larger customer engagements involving internal development teams or third party developers.
• Work collaboratively with the designated account team to ensure excellent customer service is offered consistently.
• Work with Sales team to identify new opportunities within existing relationships, either due to white space or new product/service offerings.
• Maintain expert knowledge of CyberSource products and services through training and self-study

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)

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)
• Bachelor's degree or relevant technical experience
• Intermediate-level knowledge of multiple programming / scripting languages. (Java, C/C++, Perl, PHP, etc.)
• Strong troubleshooting/debugging skills
• Customer Service Experience with specific and well-formed knowledge of customer support tools and processes
• Experience of working in the payments industry and/or eCommerce
• Experience of being an escalation point for internal team queries
• Experience of effective cross-functional collaboration between technical, service delivery, support & commercial facing teams
• Experience of working alongside a sales team, supporting them to help win new business
• Exceptional verbal and written communication skills
• Ability to work well as part of a team and collaborate with others at all organizational levels

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 83,300 to 117,750 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 posit