Senior Technical Support Analyst- Visa Direct
- Ashburn, VA, 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: Our VisaNet network processes over 13,000 transactions 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.
Client Services (CS) provides industry-leading operational support to Visa’s clients around the world. With our deep knowledge and expertise, we are a key internal partner to product and technology, bringing the voice of the customer into the design, development and successful deployment of Visa products and services. In addition to support client implementation of Visa products and services globally, CS is also responsible for a host of critical services that support the broader Visa organization and clients, including: Visa Rules management, cardholder disputes, compliance, client testing and configuration, and client tools. The team also provides support for Visa’s DPS, CyberSource and Authorize.net businesses. Across time zones and borders, we provide clients with a comprehensive set of services including on-behalf-of contact center support to the end consumer and merchant. We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.
Client Services provides industry-leading operational support to Visa’s clients around the world and is a key internal partner bringing the voice of the customer into the design, development and successful deployment of Visa products and services. This role creates an exciting opportunity to play a critical to achieving success for new-product and ecosystem readiness for our clients who have live push payment solutions. As a part of Client Services, this is an individual contributor Sr. Technical Analyst position. This is a new role to provide technical, Level 2 support for the Visa Direct real-time payment solution. Visa Direct is a VisaNet processing capability that allows safe, convenient, real-time funds delivery directly to financial accounts using card credentials. This global platform enables funds disbursements, person-to-person payments, bill payments and cross-border payments.
This technical/functional specialist will interact with traditional and non-traditional financial institutions, processors, internal Account Managers, and external clients as well as be able to thrive in a highly collaborative environment. While this role comprises acting as the key point of contact for Level 2 support, it also requires a solution-oriented thinker who can recommend feasible optimization opportunities to strengthen the overall product and client experience.
Responsibilities are to act as the main point of contact for Visa Direct Level 2 Support which includes but is not limited to the following:
- Full knowledge of transaction-based API best practices for acquirers and processors.
- ISO message formats and an understanding of the translation from APIs.
- SME knowledge of the different Visa Direct enhancements whether they be API or ISO-based.
Act as the main point of contact for Account Managers to provide problem management, proactive identification of processing efficiencies, and system enhancement support.
- Ensure prompt and comprehensive resolution of client inquiries and outages pulling cross-functional subject matter experts together to aid in a fast resolution.
- Interface with technical teams to resolve issues (VIP, Engineering, PPGS, etc..).
- Knowledge of Visa CORE & Configuration systems, transaction processing, and issuer/acquirer/processor mapping.
- Knowledge of Visa settlement processing (Visa clearing & settlement).
Maintain strong relationship with Readiness to understand product nuances and enhancements as well as working with Readiness as an escalation path.
Develop best practices to create and maintain reporting on client API usage, issues and trends.
Interface closely with internal Product, Platform, Network Gateway, Operations, Implementation, Sales, and AM teams to properly address client inquiries and issue resolution.
Proactively identify operational opportunities with an eye on scalability; document recommendations to increase client experience, service quality, and efficiency.
Build and enhance positive working relationships with key clients and internal stakeholders.
Educate and train clients on best practices for all supported APIs.
Stay current with industry and client trends and develop/maintain a strong knowledge of Visa products and services.
Provide afterhours/on-call support on an emergency basis.
Manage customer inquiries via CRM (MS Dynamics) and respond in a time-sensitive manner to provide resolution. Act as a mentor and train team members.
Bachelor Degree required. Minimum of 7+ years’ experience in a customer support role in payments industry, software or information services is required.
Problem solver, team leader, relationship builder and strong communicator. Ideal candidate can manage escalations with a positive mindset and sense of urgency.
Self-starter with the ability to multi-task effectively, re-prioritize tasks and work under pressure in a fast-paced environment.
While this is a customer service role (not IT), experience in troubleshooting complex web applications, API gateways, and integration or environment issues is a plus.
Demonstrate success in customer relationship management.
Experience in presenting to management, senior management trend analysis on issues and enhancement requirements
Ability to articulate complex technical terms or processes into business language.
Development of Knowledge Base articles resulting from ticket trends and training needs.
Strong relationship management skills and ability to work independently.
Requires strong analytical and problem solving skills.
Requires familiarity with JSON and XML formats, REST web service calls, SSL Mutual Authentication, and SAML Experience working with APIs in various technology environments; knowledge using application tools such as Splunk, Microsoft Dynamics and others as required
Ideally would like to fill one position in Visa's Ashburn, VA office and one in Foster City, CA office.
This is not a position that can be filled remotely.
All your information will be kept confidential according to EEO guidelines.