CyberSource – The World's First eCommerce Payment Management Company

CyberSource (A Visa Inc. Company) is a global leader in e-Commerce Payment Management. As part of CyberSource’s continued growth and expansion we are looking for talented, articulate and bright individuals who want to make a difference.

CyberSource has been and continues to be a pioneer within the e-Commerce Payment Management world. CyberSource offers a full-service payment management platform for e-commerce merchants, combining global payment processing, fraud management and payment security systems.

CyberSource is a wholly owned subsidiary of Visa Inc. CyberSource operates in Europe under agreement with Visa Europe

The Associate Technical Support Analyst for Point of Sale (also known as POS TSE) represents the 1st and 2nd line of CyberSource's support offering for the global merchant base. The team is responsible for delivering excellent client support through three primary contact channels; phone, email and eTickets. 

The POS TSE is a CyberSource specialist in Point of Sale terminal software support, with a thorough understanding of all of CyberSource’s product sets, and will be able to problem solve and translate technical concepts to all levels within our client base.

Principle Responsibilities

• Answer client queries about CyberSource products and services via phone, email and eTicket, adhering
  to CSS process and best practice
• Troubleshoot issues regarding CyberSource’s products and services
• Liaise with appropriate internal teams and external parties to resolve outstanding client issues with CyberSource’s products and services
• Enter pertinent case data into the CRMs to track client issues
• 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

Qualifications

Required Experience/Qualifications.

• Bachelor’s degree or relevant technical experience
• Strong troubleshooting/debugging skills
• Experience in a service-related field
• Well organized and detail-oriented
• Exceptional verbal and written communication skills
• Ability to multi-task, continually re-prioritize cases and work under pressure
• Must be able to manage multiple service requests with strict time limits on an ongoing basis
• Ability to work well as part of a team

Preferred Experience/Qualifications.

• Customer Service Experience
• Point of Sale terminal experience
• Intermediate-level knowledge of multiple programming / scripting languages. (Java, C/C++, Perl, PHP, etc.)
• Intermediate-level knowledge of Network protocols, infrastructure, and topologies
• Experience within an SaaS environment
• Prior knowledge of online payment processing and/or banking industry
• Has competency in a technical skillset, such as networking principles or coding