Associate Technical Support Analyst
- Reading, UK
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 ecommerce Technical Support Engineer (eCom TSE) provides 1st and 2nd line Enterprise support to CyberSource's growing number of direct customers and channel resellers. The TSE is a CyberSource generalist, with a thorough understanding of all CyberSource’s product sets, who is able to solve problems and translate technical concepts to all levels within our client base. The team is responsible for delivering excellent client support through three primary contact channels: phone, email and eTickets.
The TSE will have significant interaction with our customers and our internal engineering team on standard payments questions, API integrations, and cutting-edge offerings such as ApplePay and token services. The size of the CS team creates a varied role with the need for an ability to act in multiple capacities at a time.
Technical Support Engineers are great teammates with the ability to deliver results in a dynamic and ever changing environment with superb communication and time management skills. They have excellent customer service skills and the ability to comprehend technical topics and present them to non-technical users.
Are you well organized? Are you keen to grow your career within technical customer support role?
Answer client queries about CyberSource products and services via phone, email and eTicket, adhering to CSS process and best practice
Troubleshoot issues relating to CyberSource’s products and services
Liaise with appropriate internal teams and external parties to resolve outstanding client issues relating to 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
Bachelor’s degree or relevant technical
Strong troubleshooting/debugging skills and a
real passion for problem solving
Excellent verbal and written communication
Quickly evaluate information, and make quick
decisions based on multiple factors
Handle multiple service requests with strict
time limits on an ongoing basis
Ability to multi-task, continually re-prioritize
cases and work under pressure
Ability to work well as part of a team
Although this is a software services support
position rather than an IT Support post, general IT literacy is a prerequisite.
- Intermediate knowledge of a Programming language (C/C++, Perl, PHP, .Net, Java/Cold Fusion, ASP)
CyberSource is an Equal Opportunities Employer.
Closing Date: 20th March 2018