Associate Tech Support Analyst
- Highlands Ranch, CO, USA
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.
“Visa will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of Article 49 of the San Francisco Police Code.”
The global systems operations team supports all the processing operations for Visa Inc., including Visa's networks, systems, and applications.
THIS IS A DAY SHIFT POSITION
As a member of Operations Command Center, the Associate Network Processing Analyst has the primary responsibility for monitoring authorization processing and providing first level response to assist with the mitigation or elimination of issues which may be impacting to our clients, or the VISA brand. The preferred candidate will have the responsibility of being the first point of contact for all Visa customers (worldwide), and will need to possess excellent Customer Service, technical and analytical abilities in order to effectively manage first contact with VISA customers, and resolve a high number of reported issues without any need for escalation or assistance. The preferred candidate will possess all of the following competencies:
Does your experience include dedicated monitoring, recognizing, analyzing, isolating and/or resolving documented hardware and software problems utilizing a variety of hardware and software testing tools and techniques?
Do you enjoy being responsible for the communication of issues to management, other internal support groups and customers via pages, email broadcasts or phone calls?
As part of this team, you will support and advocacy for Visa clients comprised of consumers, businesses, financial institutions, and governments worldwide. We use ISO 8583 message format to build a solid grasp of the payment transaction elements from point of sale ultimately resulting in a flawless transaction for the cardholder.
We develop an in-depth understanding of Authorization transaction message flow and the various types of transaction exceptions that can be encountered resulting in cardholder impact. Our team captures pertinent information and work with our clients to isolate and resolve the majority of events without any need for assistance.
As a team member, you document support procedures, managing each issue through resolution or turnover in order to maintain established service levels. You will track, update, and resolve all assigned incidents, changes and problem reports in the incident.
Our team takes pride in ensuring that documentation is thorough, accurate and meets a standard of high quality. We properly raise incidents in a timely manner per support guidelines and procedures. You will be the liaison with L2 support groups and/or development groups to collaborate on the resolution of incidents and problems. And you will Bridge Stewardship in support of timely resolution of internal and client facing issues.
- Minimum of 6 months of work experience or a Bachelor's Degree
- Data Analysis and research
- Excellent verbal/written communication, organizational skills, ability to prioritize a constantly changing work load. Interpersonal skills and ability to excel as part of a team.
- Financial/banking background
- Basic Understanding of Authorization transaction message flow with the ability to gain an in-depth understanding.
- Understanding of Tandem System Technology
- Ability to quickly learn Visa proprietary as well as industry standard tools to support monitoring and response for client and Visa brand issues. Primary Tools are Netcool and Vital Signs
- 6 to 12 months of relevant experience
- Uses sound judgment in resolving priorities and enlisting support of other internal groups to prevent any compromise to Visa business or client service level agreements.
- MS Office suite proficiency
- Need to already possess Information Technology Infrastructure Library Foundation Certificate (ITIL), or ability to obtain within 6 months.
Two-week rotating schedule of 12-hour shifts.
OT as requested to cover staff shortages and training.
Weekends and over the holiday periods as scheduled.
Shift starts at 6:00 AM MT/8:00 AM ET and ends at 6:30 PM MT/8:30 PM ET.
Shift repeats every 2 weeks.
Week 1: : Mon, Tue, Fri, Sat and Sun
Week 2: : Wed and Thurs
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.