Associate, 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**
Team Summary**

Cybersource, a Visa company, is a global leader in eCommerce payment management. Cybersource was one of the world's first payment gateways, connecting online merchants to payment networks, including Visa. Today, Cybersource offers a full-service payment management platform for eCommerce merchants, combining global payment processing, fraud management and payment security systems.

The Tech Support Analyst team is a global Level 2 Client Services function within Cybersource. It carries responsibility for investigating and solving Cybersource product queries submitted by the client (Direct/Channel Reseller, the global Level 1 team, and other internal stakeholders). The role liaises regularly with numerous departments internally example: Account Management, Pre-Sales, Technical Account Manager, Back-Office teams to name a few.
**What an Associate, Tech Support Analyst does at Visa**:
In this role, you are expected to:

- Accurately Interpret and response client queries on Cybersource Product and services
- Troubleshoot, replicate, and escalate product and services concern with Level 3 teams
- Using processing driven methodology
- Provide excellence client service standard
- Enter pertinent case data into CRM to track progress
- Liaise with appropriate internal teams and external parties to resolve outstanding client issues with Cybersource’s products and services
- Maintain expert knowledge of Cybersource products and services through training and self-study
- Own and maintain internal process documentation and Knowledge Base articles
- Configure internal systems to enable effective processing for clients using our services
- Offer knowledge sharing and internal support to local / global team
**Why this is important to Visa?**

The Level 2 function within Cybersource is a crucial client facing role in ensuring that various stakeholders are aware of challenges faced by the front-line teams and how these relate our products and requirements within an ever-changing landscape.

The function serves to display the wealth of product knowledge to our clients and our understanding on how we can help support their businesses.
**Projects you will be a part of**:
This role will involve process improvement and ad-hoc project assigned by the management team. The goals of these project are to improve and enhance service level targets.

**Qualifications**:

- Bachelor’s degree with 2 years of technical experience / Diploma with 4 years of technical support/customer services experience
- Good written and verbal communication skills
- Strong troubleshooting/debugging skills and a passion for problem solving and investigation
- Ability to multi-task, continually re-prioritize cases and work under pressure
- Well organized and detail-oriented
- Ability to work well as part of a team

What will also help:

- Technical Web Application Support experience
- Payment industry experience
- Ability to comprehend technical topics and present them to non-technical users
- Understanding of CyberSource products and services will be beneficial
- Network protocols, infrastructure, and topologies experience
- Multiple Programming knowledge (Rest API, Java, PHP) experience

Additional Information