When you work with us, you get the best of two worlds. Cardinal is a small company, with a welcoming, family-like atmosphere. But as a Visa solution, we offer the world-class resources and benefits of a global company. As companies with a worldwide customer base, both Cardinal and Visa realize the benefits of having a diverse employee base, both for our products and customer service. We believe in promoting a diverse and inclusive workplace. Our employees come with different backgrounds and experiences, resulting in many different approaches that are part of our success. We are committed to empowering each and every one of our over 250 (and growing) employees. We show respect to others and believe in fair and equal treatment. We are dedicated to continuous improvement in all that we do. We use Lean and Agile principles and rituals as the framework for achieving that improvement. To achieve these goals, we need accomplished and ambitious people - people that recognize the value that comes with the varying perspectives, and the cultural awareness that comes with our diversity. What we are looking for could be someone just like you.

The Senior Customer Solution Analyst is a dedicated role responsible for ensuring an excellent customer experience through ongoing technical support of Cardinal's 3D Secure products and 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), communicate 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.

Collect, interpret, and identify patterns and trends in sets of data to resolve complex inquiries.

Address and resolve incidents and requests; enter quality information into tickets and appropriately log communication through investigation and resolution of inquiry.

Act as a Level 2 Technical Support for VISA Global Level 1 Support teams and resellers.

Attend recurring Production Support meetings with VISA Global Level 1 support teams and resellers to help enable our partners to support 3DS products and 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 technical points to an audience of both technical and non-technical contacts.

Contribute to self-help knowledge bases and document typical requests and incidents, resolutions, and procedures.

Assist in planning work tasks to ensure timely delivery of projects and 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.

Use creativity and innovation to automate and streamline processes and procedures.

Engage with Operations and Product Management as the customer advocate on platform and product roadmap discussions.

Work with other third-party vendors on troubleshooting and 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

Competencies:

• Demonstrates sense of urgency and timeliness
• Accountability
• Resourcefulness
• Organizational skills
• Communication Skills
• Troubleshooting and problem-solving skills
• 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

Minimum of a Bachelor's degree in information systems, business administration, or a similar technology discipline.
-In lieu of a degree, a high school diploma or equivalent, or an Associate's degree, and 6+ years of B2B support experience in the e-commerce realm will be considered.

4+ years of B2B support experience in the e-commerce realm.

Intermediate-level understanding of JavaScript, API, and 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 skills.

Ability to function independently and in a team environment.

Ability to meet deadlines.

Attention to detail.

Work Hours: Varies upon the needs of the department

Travel Requirements: This position requires travel 5-10% of the time.

Mental/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.

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.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.