Analyst, Premier Client Monitoring-1

The Analyst Premier Client monitoring will be providing 24x7 support divided into shifts to ensure round-the-clock service. The analyst will be responsible for providing direct phone and email support specifically tailored for approximately 30 dedicated key clients.

The ideal candidate is an articulate and seasoned technical professional who understands and can appreciate the challenges organizations face in implementing and integrating payment solution into complex IT environments across heterogeneous operating environments. Candidates must have technical depth and a customer-first mentality the desire to take the initiative to own and resolve customer issues and interest in working in a fast paced high growth learning environment.
 

In this role you are expected to:

• Provide 24 x 7 monitoring of transaction processing portals and settlement.
• Proactive client engagement on potential incidents and ongoing incidents.
• Receives inbound calls from clients about potential P1 and P2 issues as identified by the client and per pre-defined definitions.
• Participates in the incident management process as an escalation point between clients and the Level 3 support groups.
• Assess incident priority.
• Monitor and resolve Issues as per SOPs and adherence to defined KPIs.
• Utilizes pre-established phone and email communication channels to partner with clients during incident resolution and post-resolution guidance and follow-up activities.
• Proactive client engagement on potential incidents and ongoing incidents.
• Follow technical support protocols use Visa provided Tools for daily support.

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)

We are looking for an individual who brings breadth of experience a curiosity about payments is results-driven and client focused. As a candidate you should have:

• Bachelors degree with two years of technical experience/ Diploma with min. 5 years of technical/customer services experience
• Exceptional 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:

• Payment industry experience
• Card-not-present
• 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 :

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