Senior Customer Solution Analyst

  • Singapore
  • Employees can work remotely
  • 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.

Job Description

What a Senior Customer Solution Analyst does at Visa:

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 Customer Solution Analyst will support customers by interpreting information gathered from various sources to identify trends and other commonalities to resolve complex inquiries.

In this role, you are expected to:

  • 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

 

Why this is important to Visa

Customer support and satisfaction are critical functions of the CardinalCommerce business. A team of authentication-focused subject matter experts help our clients quickly resolve issues so they can continue to securely process and accept payments, and protect their consumers from fraud. 

Qualifications

We are looking for an individual who brings breadth of experience, a curiosity about payments, is results-driven and client focused. As a candidate, you should have:

  • Bachelor's degree in Information Systems, Business Administration, or similar technology discipline
  • In lieu of a degree, a High School Diploma/equivalent or Associate’s Degree and 6+ years of B2B support experience in e-commerce realm will be considered
  • 5+ years of B2B support experience in e-commerce realm 
  • Intermediate level understanding of JavaScript, API, native app SDKs
  • SQL capabilities to extract and analyze data
  • Experience diagnosing, reporting, tracking and resolving software issues
  • Experience in direct customer communication
  • Ability to use MS Office products
  • Advanced knowledge of authentication and payment brand transaction flows
  • Strong Listening and Retention
  • Ability to function independently and in team environment
  • Ability to meet deadlines
  • Attention to details

What will also help:

  • Experience in internal/external customer communication
  • Demonstrated software development and technical knowledge
  • Demonstrates sense of urgency and timeliness
  • Accountability
  • Resourcefulness
  • Organizational skills
  • Communication Skills
  • Troubleshooting and inclination of problem-solving
  • Quality focused
  • Motivated and self-starter
  • Demonstrates attention to detail
  • Identifies and resolves problems in a timely manner
  • Pursues training and development opportunities
  • Maintains confidentiality
  • Puts success of team above own interests
  • Inspires respect and trust
  • Supports organization's goals and values
  • All other duties as assigned

Additional Information

All your information will be kept confidential according to EEO guidelines.

Due to the COVID-19 pandemic and the evolving visa/travel restrictions in place, we are currently only able to extend offers to candidates with the right to work in Singapore. We are keeping the situation under close review and will adjust accordingly should the restrictive measures be lifted.

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