Executive Support Analyst

  • San Francisco, CA, USA
  • Full-time

Company Description

As the world’s leader in digital payments technology, Visa’s mission is to connect the world through the most creative, reliable and secure payment network - enabling individuals, businesses, and economies to thrive. Our advanced global processing network, VisaNet, provides secure and reliable payments around the world, and is capable of handling more than 65,000 transaction messages a second. The company’s dedication to innovation drives the rapid growth of connected commerce on any device, and fuels the dream of a cashless future for everyone, everywhere. As the world moves from analog to digital, Visa is applying our brand, products, people, network and scale to reshape the future of commerce.

At Visa, your individuality fits right in. Working here gives you an opportunity to impact the world, invest in your career growth, and be part of an inclusive and diverse workplace. We are a global team of disruptors, trailblazers, innovators and risk-takers who are helping drive economic growth in even the most remote parts of the world, creatively moving the industry forward, and doing meaningful work that brings financial literacy and digital commerce to millions of unbanked and underserved consumers.

You’re an Individual. We’re the team for you. Together, let’s transform the way the world pays.

Job Description

Visa Corporate IT (CIT) group has embarked on a major transformation journey. We are transforming ourselves into a true engineering organization where we put customer experience and end user support first. As part of this strategy, we are consolidating several of our Operational functions into a single area focused on providing world class operational support to our End users. This change is geared towards rethinking how we provide Operational support for the services we’re responsible for.

The successful candidate will be more than simply a support technician.  We’re looking for people who embrace technology and have a passion for growing and learning.  We want the support team to be recognized as industry leaders in excellent customer service, meanwhile being excellent technologists who can effectively resolve and communicate with various levels of resources within a dynamic organization.  Our intent is to find SME’s who have the capacity to evolve, learn and grow as our technologies grow.  Complacency isn’t a virtue we’re looking for…

  • Provide all levels of IT End User support for executive level resources.

  • SME in one or more technologies (Windows, Mac, Mobile, Skype for Business, Networking, O365, Acano, Telepresence, Cisco Video Conferencing, etc.)

  • Effectively interfaces with executive level staff, and\or their administrative teams to understand the issues they are experiencing, and perform diagnostic procedures to isolate and resolve the issues.

  • Daily management of video content management system.

  • Interact with customers via telephone, e-mail, IM/chat, and social tools, to provide technical support.

  • Prioritize incidents and complaints to assure all SLOs are meet.

  • Utilize all technical resources to solve customer problems

  • Participates in service improvement meetings and works closely with engineering and other support groups on improving services and reducing incidents.

  • Maintains call records/logs and resolution detail utilizing case management solution.

  • Able to effectively communicate both verbally and in writing with management to express ideas in order to make informed decisions.

  • Installation of workstation, telephony, video and mobile hardware/software as required.

  • Maintain 100% accuracy/control in the asset database of deployed assets, recording/updating as needed.

  • Communicate and provide knowledge transfer to other agents/technicians on issues/problems and resolution.

  • Coordinate and execute workstation relocation requests

  • Interprets business issues and recommends best practices

  • Responsible for activities of functional area without direct reports, but may be called on to direct the team\project as needed

  • Solves complex problems taking a broad perspective to identify innovative solutions

  • Provides onsite support for executive events including client visits, all hands, conferences, Olympics, etc.

 

Qualifications

Basic Qualifications

  • Minimum of Bachelor’s degree or equivalent

Preferred Qualifications

 

  • 3 or more years of work experience or more than 2 years of work experience with an Advanced Degree (e.g. Masters, MBA, JD, MD)

  • Installation, configuration, and support of PC, Mac, telephony, mobile, and voice/video hardware/software.

  • Support and troubleshooting of Windows 10, MS Office Suite and Outlook, OSX, IOS, Android, Skype, InTune, Office365

  • Experience managing and supporting Video conference technologies (e.g. WebEx, Skype, Acano, etc).

  • Networking connectivity knowledge and troubleshooting.

  • Installation, configuration, and support of local and network printers.

  • Ability to identify, document and improve operational processes and new technology deployments.

  • Provide excellent customer service and all levels of end user support to executive level resources.

  • Ability to support, and explain technical concepts to users at various levels of technical proficiency.

  • Effectively manages difficult or volatile situations.

  • Effective problem solving.

  • Ability to effectively perform issue isolation and resolution in order to minimize downtime.

  • Ability to schedule and prioritize.

  • Able to read and understand technical manuals, procedures, and OEM guides.

  • Excellent interpersonal skills.

  • Ability to assess, analyze and research technical situations and provide viable alternatives.

  • Ability to learn new technologies and procedures quickly.

  • Ability to communicate effectively with wide variety of users, and technical teams.

  • Technical writing.

  • Works independently with guidance in only the most complex situations

  • Possess depth and breadth of in technologies required to support end user systems

Additional Information

Essential Functions

As a member or the End User Systems Support team, the Associate Executive Support Analyst will be responsible for providing support for the systems, services and tools leveraged by Visa’s executives. The successful candidate will be a technically versed resource with excellent customer service skills. The candidate will be required to effectively maintain and manage issues the executive resources experience.

Work Hours

This position requires the incumbent to be available during core business hours.

Physical Requirements

This position will be performed in an office setting.  The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers, reach with hands and arms, and bend or lift up to 25 pounds.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.

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