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.

The Sr. Customer Service Representative will be part of our Award Winning Customer Support Team that will be responsible for supporting the business and technical needs of our growing CyberSource/Visa Digital Support Merchant base.

The role involves significant interaction (phone and e-ticketing) with our customers and our internal engineering team.  Sr. Customer Service Representatives must quickly identify and resolve technical problems ranging from network issues, connection method errors, and payment processing problems through fundamental working knowledge and advanced troubleshooting techniques.  This position entails assisting merchants with their payment gateway accounts, merchant acquiring accounts and mobile payment solutions.

The person must be a great teammate with the ability to deliver results in a dynamic and ever changing environment with excellent communication and time management skills.

This position is located in our Austin, TX 24x7 contact center.  The position requires availability for possible overnight, weekday, weekend, and holiday work shifts. 

Position Details:

• Competitive starting hourly wage with an Annual Performance and Compensation Review
• Paid Training
• Medical, Dental, Vision insurance (No waiting period)
• 401(k) Plan, including company match program
• Education Assistance, Adoption Assistance, and Commuter Assistance
• Fully stocked kitchens with unlimited soft drinks, coffee and tea
• 24 hour gym with cardio and weight equipment 
• Full cafeteria with robust breakfast and lunch menu items 
• Paid paternal leave
• Bring your Child to Work Day and numerous other Visa sponsored events/opportunities
• Multiple Visa volunteering opportunities- involving the environment, pets, people etc.  

Basic Qualifications

• Must have a High School diploma or equivalent 

Preferred Qualifications

• 2 or more years of work experience

 Essential Functions

• Extraordinary attitude and communication skills (verbal and written)
• Needs to have strong troubleshooting skills, a real passion for problem solving
• Ability to multi-task, continually re-prioritize cases and work under various constraints
• Prior call center or banking work experience preferred
• Basic PC skills in a Windows environment along with strong keyboard skills
• Basic knowledge of multiple programming languages (ASP, PHP, xml, etc.)
• Basic knowledge of Network protocols and infrastructure
• Basic understanding of e-commerce payments, website infrastructure and payment reconciliation preferred
• Provide exceptional customer facing skills and service to our merchants via inbound phone calls, e-mail, and e-ticket
• Respond to incoming customer requests quickly, proficiently and professionally while meeting specific quality expectations
• Create, edit, and manage merchant cases using an internal ticketing system (Salesforce)
• Evaluate the nature of each call and determine the appropriate action to resolve the issue
• Adhere to established Client Service procedures and guidelines while providing quality customer service in order to meet and exceed department standards
• Utilize collaboration across multiple teams, while displaying exceptional levels of professionalism on all interactions
• Takes pride and fulfillment in assisting merchants on a daily basis
• Adhere to established Client Service procedures and guidelines while providing quality customer service in order to meet and exceed department standards
   
• 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.