Senior Technical Support Analysts

  • Full-time
  • Job Family Group: Client Support Services

Company Description

Visa USA is a Visa company. Common Purpose, Uncommon Opportunity. Everyone at Visa works with one goal in mind – making sure that Visa is the best way to pay and be paid, for everyone everywhere. This is our global vision and the common purpose that unites the entire Visa team. As a global payments technology company, tech is at the heart of what we do: Our VisaNet network processes over 13,000 transactions per second for people and businesses around the world, enabling them to use digital currency instead of cash and checks. We are also global advocates for financial inclusion, working with partners around the world to help those who lack access to financial services join the global economy. Visa’s sponsorships, including the Olympics and FIFA™ World Cup, celebrate teamwork, diversity, and excellence throughout the world. If you have a passion to make a difference in the lives of people around the world, Visa offers an uncommon opportunity to build a strong, thriving career. Visa is fueled by our team of talented employees who continuously raise the bar on delivering the convenience and security of digital currency to people all over the world. Join our team and find out how Visa is everywhere you want to be.

Job Description

Visa U.S.A. Inc., a Visa Inc. company, needs Senior Technical Support Analysts in Highlands Ranch, CO. No direct reports, and no managerial duties, or responsibilities. Individual contributor level position only. Work as a technical/functional specialist and works independently with guidance only in the most complex situations. Analyze and troubleshoot user requirements, procedures and problems to automate or improve existing systems under broadly defined practices and procedures. Work with developers in analyzing and developing process improvements for system administration/environmental build function. Provide day-to-day support to client institutions including response to customer inquiries related to complex web-based software applications issues or questions and ensure customer expectations are exceeded. Serve as escalation point for more junior team members. Provide guidance to staff on all products and services supported by the department as well as non-routine, complex issues. Identify, troubleshoot and resolve complex processing, application usage, or business issues. Proactively identify and own issues through resolution working with business or development groups. Ensure Level 1 support service levels are met or exceeded. Perform network / system diagnostics and transaction research to analyze and resolve endpoint problems in both the test and production. Understand customer needs, business requirements, and priorities. Develop solutions and recommendations based on business needs. Assess operational opportunities to increase service quality or efficiency and act as liaison for customers between other Visa groups, including the Product Office, Development, and Level 2 Support to act on recommendations. Develop tools and educate customers on software applications, usage and functionality. Define the quality space and roadmap to address it emphasizing development processes and testing. Define the quality space and roadmap to address it emphasizing development processes and testing. Serve as a quality lead for large cross-functional, cross-organizational projects, helping to define the software development processes, and scoping the test requirements. Guide other analysts in gathering test requirements and creating quality test plans for large complex projects.

Qualifications

Employer will accept Bachelor’s degree in Computer Science, Engineering or related technical field, followed by five years of progressive, post-baccalaureate work experience in job offered or in a computer-related occupation.

Additional Information

Apply online at www.visa.com and reference job number REF2905H.

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