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. CyberSource, a Visa company, has been and continues to be a pioneer within the e-Commerce Payment Management world. Our VisaNet network is capable of handling over 65,000 transaction messages 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.

Principle Responsibilities
•    Troubleshooting escalated technical problems
•    Escalating issues to Product Development, Product Management, and/or Operations teams and managing their resolution
•    Building internal support-related tools and documentation
•    Participating in requirements, design, and roll out of new products and services
•    Interfacing with both ‘direct’ and ‘reseller’ customers
•    Representing Customer Support to other departments in the company including sales, operations, product management, and product development
•    Creating, editing, and distributing customer notifications
•    Responsible for training junior members of the team and acting as as a go-to and experienced leader for the junior members of the team

Significant prior experience of providing in-depth technical experience such as Tier 3 technical support, software development, or back-end web development

Experience working with such technologies as Windows, Unix, Linux, Java, C/C++, SQL, ASP,
Visual Basic, VBScript, DBMS and/or XML

Experience working directly with customers via phone/email/eTicketing systems

Strong written and verbal communication skills

Strong problems solving skills

Prior experience with online payment, risk management, or point-of-sale transaction
technologies

Experience of working across complex matrix organisations

Preferably have prior knowledge of CyberSource Products

Key Competencies
•    Committed to service excellence and added value through exceeding client expectations and anticipating client needs. Works in close partnership with clients to achieve their aims and develop a mutually beneficial working relationship
•    Contributes effectively to achievement of organisational vision through teamwork. Adapts communication style to situations and audiences.
•    Maintains and promotes open communication channels and sharing information to achieve a common objective. Challenges organisational culture and processes that are barriers to working collaboratively.
•    Demonstrates emotional intelligence; understands team dynamics; builds constructive and effective relationships. Effectively resolves conflict between individuals and / or teams.
•    Makes a positive impact by executing on commitments to consistently deliver exemplary results. Build support, commitment and respect from others by demonstrating professionalism, integrity and expertise. Considered a valuable source of expertise and knowledge.
•    Achieves results by driving self and others to achieve results and surpass goals using sound processes that reflect governance discipline and efficiencies. Consistently strives to achieve and improve upon quality standards expected by colleagues and clients. Works across boundaries and in partnership with others to achieve goals.
•    Takes full ownership of a task, not deterred by internal issues. Retains composure under pressure; uses an appropriate balance of logic and emotion to resolve issues
•    Develops self and others to ensure all are equipped with appropriate skills. Creates an environment of continuous improvement and an environment in which others can excel
•    Champions innovative projects and demonstrates commitment to business excellence by consistently executing against deliverables
•    Demonstrates consistent levels of resilience and a willingness to adapt to changing organisational needs while role modelling company values
•    Actively transfers learning and insights to others, regardless of whether the role has people management responsibilities
•    Explains complex issues in simple terms; aims to create understanding regardless of seniority or audience
•    Consistently demonstrates the ability to think laterally and consider organisational strategy
•    Able to pioneer new ideas, adapt processes and create new solutions with broader stakeholder support