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.

Purpose:

The Senior Customer Solution Analyst is a dedicated role responsible for ensuring an excellent customer experience through ongoing technical support of our 3D Secure products & services. A successful Senior Analyst will support customers by interpreting information gathered from various sources to identify trends and other commonalities to resolve complex inquiries.

Essential Functions:

• Manage incoming and outgoing inquiries through all service channels (web, phone, email), communicates with Customers in a timely manner to ensure work is completed to their satisfaction start to finish
• Effectively balance high volume productivity demands against ability to provide analytical troubleshooting and problem resolution
• Collecting, interpreting, identifying patterns, and trends in sets of data to resolve complex inquiries
• Addresses and resolves incidents and requests; enter quality information into tickets and appropriately log communication through investigation and resolution of inquiry
• Act as Level 2 Technical Support for VISA Global Level 1 Support Teams and Resellers
• Recurring Production Support meetings with VISA Global Level 1 Support Teams and Resellers to help enable our partners to support 3DS products & Services
• Ensure tickets are responded to and in accordance with Customer defined Service Level Agreements (SLAs) – Response, Update, and Resolution SLAs
• Explain application features, document customer requirements, and communicate difficult technical points to an audience of both technical and non-technical contacts
• Contributes to self-help knowledge bases and documents typical requests and incidents, resolutions and procedures
• Assist in planning work tasks to ensure timely delivery of projects & support initiatives with customers and partners
• Achieve and grow functional knowledge of internal software products
• Help define, develop and implement new support procedures to help improve Customer experience and Ticket Resolution times
• Uses creativity and innovation to automate and streamline processes and procedures
• Engage with Operations & Product Management as the customer advocate on platform & product roadmap discussions
• Work with other third-party vendors on troubleshooting & resolving issues
• Enable and Inspire other teammates to meet Customer needs

Additional Responsibilities:

• Experience in internal/external customer communication
• Demonstrated software development and technical knowledge
• All other duties as assigned

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, and reach with hands and arms.

Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.