Analyst, technical solutions

Client Services Commercial and Money Movement Solutions provides industry-leading and operational support to Visas clients around the world. With our deep knowledge and expertise we are a key internal partner to Technical Solutions and Product teams bringing the voice of the client into the design development and successful deployment of Visa products and solutions.  The Money Movement Support Analyst will be part of our Client Services team within the Global Contact Center organization. The Analyst will be a subject matter expert across the Commercial and Money Movement Solutions landscape in all regions. This includes B2B payments cross-border payments expense management travel solutions compliance and data solution products. The candidate will need to understand all related integration to these commercial products and platforms. 

The Analyst is a client-facing position responsible for providing technical support and solutions to Visas Commercial FI clients & processors and acts as primary and escalation point of contact when standard procedures have failed to resolve issues.  The Analyst also needs to ensure that escalations are proactively and professionally managed to deliver a great client outcome. This includes partnering with Visa Technology teams to resolve complex technology issues and leveraging deep knowledge of the client experience to propose potential enhancements.  As such the Analyst may act as a senior client liaison carrying the voice of the client to their team leadership and internal partners.

The Analyst will have exceptional relationship skills as well as a good understanding of the companys technical products.  In this role it is critical to build a wide stakeholder network and develop cross-functional influence to achieve positive outcomes for clients and represent the voice of the client.  The Analyst will partner with global peers to collaborate on processes and solutions and ensure consistent delivery of services across the globe. 

Responsibilities

• Work closely with key internal teams including Technology & Operations Product Customer Success Technical Solutions Client Success Managers Implementations Client Configuration Licensing and Sales to understand Client objectives and to seek out solutions.

• Accountable for the resolution of customer requests within agreed timeframes

• Identify trends and patterns to quickly address and limit client impact as well as improve client experience in the short and long term

• Proactively resolve own and manage stakeholder communication on all business & technical problems

• Maintain workflow balance and reduce case resolution times

• Acts as an escalation point for service issues impacting clients.  Effectively manage escalations ensuring the optimal balanced outcome for both clients and Visa

• Provide technical consultation and problem resolution to clients.

• Build and enhance positive working relationships with key clients and internal stakeholders.

• Utilize CRM to respond to client inquiries providing prompt response status and keeping client updated throughout the incident.

• Engage Technology Engineering and Product organizations to regularly review and identify permanent solutions to frequently encountered operational issues.

• Identify troubleshoot and resolve queries relating to MMSs Application Programming Interfaces (API) XML files SOAP REST and JSON messages to support System Interface.

• Responsible for own workflow assignments and must be able to take the initiative to resolve problems and meet deadlines.

• Utilizing exceptional analysis and problem-solving skills to resolve technical problems by applying own understanding and in-depth knowledge of MMS services for specialized areas.

• Take ownership of high severity incidents and engage with senior management for escalation and communication purposes.

• Identify troubleshoot and resolve complex processing application usage or business events.

• Contribute quality content to our support knowledge base.

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

Qualifications :

Basic Qualifications:
Bachelors degree in computer science Information Technology or equivalent work experience in a business analyst role in software or financial services
Significant experience working directly with external customers in a technical customer support role in financial services payment card software or information services
Must be a self-starter with proven abilities in organization conceptual and logical problem solving
Ability to manage assignments that are of diverse scope and complexity that require significant initiative and good judgement
Ability to set priorities and manage customer expectations internally and externally and work both as part of a team and independently
Strong technical aptitude with ability to absorb technical information and apply to business solutions
Proficiency providing technical and consultative support to external customers and identifying business needs
Customer focus with proven ability to establish productive working relationships with staff and management at all levels
Demonstrate ability to work in a complex organization to determine business and customer needs providing the best solution to meet those needs
Skills for troubleshooting and debugging complex technical issues at all levels of an application stack.
Experience in system administration or systems/applications support (Windows Linux).
Proven ability to manage complex technical systems across several products platforms and services.
Excellent verbal written and interpersonal skills are required.
Analytical & customer service skills.
Ability to read/troubleshoot transaction logs.
Understanding of APIs
Ability to communicate ideas and plans clearly and build support for them.
Fluent in English and Spanish

Preferred Qualifications:
Knowledge of database application and web server systems support (e.g. MySQL Apache etc).
Performance monitoring.
Familiarity of technical concepts APIs programming languages or markup languages
Knowledge and understanding of Visa Direct Products
Experience in Authorization Clearing and Settling with VisaNet
Fluent in Portuguese is a STRONG PLUS
Software and Programs:
Jira Service Now MS Dynamics MS Office GCP AWS Active Directory Grafana Generative IA Tableau Elastic Search

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 :

Full-time