Client Services - Prod Support Engineer Analyst
Client Services - Prod Support Engineer Analyst
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
The Product Support Engineering (PSE) team is a Tier 3 Customer Support team tasked with supporting merchants using all CyberSource products and services. This role will have a focused emphasis on Integrated Commerce and Card Present payment solutions and is based in location. Candidates are expected to handle escalated case tickets work with other teams inside and outside the Support organization provide product training and interface with customers on an asneeded basis.
RESPONSIBILITIES
- Troubleshooting escalated technical problems
- Escalating issues to Product Development Product Management and / or Operations teams while managing their resolution
- Building internal support related tools and documentation
- Participating in requirements design and roll out of new products and services
- Interfacing with customers that have both direct and partner relationships to the business Representing Customer Support to other departments within the company including Sales Operations Product Management and Product Development
- Creating editing and distributing customer notifications
- Taking part in the afterhours/weekend oncall rotation
- Collaborating with Client Care on client satisfaction and training improvement initiatives
- Product Subject Matter Expert (SME) to the business
- Lead Product Support training drafting and presenting modules or documentation
- Routinely analyze processes and documentation for improvements and accuracy communicating changes to the team
- Act as a Lead to the Product Support team ensuring any issues needing attention are reviewed and resolved or escalated to management
This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.
Qualifications :
Basic Qualifications
- 2 or more years of work experience with a Bachelors Degree or an Advanced Degree (e.g. Masters MBA JD MD or PhD)
Preferred Qualifications
- 3 or more years of work experience with a Bachelors Degree or more than 2 years of work experience with an Advanced Degree (e.g. Masters MBA JD MD)
- Experience working with such technologies as Windows Linux Java C/C SQL Visual Basic and/or XML
- Prior Technical or Customer Support experience is preferred
- Prior experience with pointofsale online payment and / or risk management payment systems is preferred
- Strong written and verbal communication skills
- Strong problem solving skills
- Experience working directly with customers via phone / email / eTicketing systems
Additional Information :
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.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
