Visa is a world leader in digital payments, facilitating more than 215 billion payments transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable and secure payments network, enabling individuals, businesses and economies to thrive.

When you join Visa, you join a culture of purpose and belonging – where your growth is priority, your identity is embraced, and the work you do matters. We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world – helping unlock financial access to enable the future of money movement.

Join Visa: A Network Working for Everyone.

This role is an individual contributor with a focus on analyzing technical complaints and providing first level support to both Internal and External staff worldwide.  

The team also provides access controls designed to enroll, update, delete and audit both Internal and External profiles for various Visa portals.  

This position is at a professional level and uses a set of standard procedures to execute tasks while applying analytical skills based on the type of request. This position receives a low level of guidance and supervision.

Responsibilities
1.    Processes urgent requests for password resets and account enablement’s to minimize downtime for both Internal and External staff worldwide.
2.    Provides level one triage for Visa portals and applications, which includes diagnosing issues, detecting patterns of impact, and ensuring the validity of complaints while working with other support teams on the resolution of Client inquiries/requests.
3.    Assists in coordinating internal resources to accomplish Visa and Client objectives and ensure Client experience standards are met.
4.    Maintains access controls responsibility for a wide variety of applications, which involves enrolling, updating, entitling and deleting both internal and external staff profiles.
5.    Provide information, direction, and education to Clients regarding the various Visa Portals, products, and services, ensuring understanding of best practices regarding usage and functionality.
6.    Able to shift priorities as needed and demonstrate proactive willingness to help others, to ensure customer expectations are exceeded and advocate on behalf of the Clients.
7.    Manages phone hotlines, assigned emails, and web requests to protect service level targets, while leveraging a CRM tool to track daily activities
8.    Identifies internal procedures, opportunities and value-added solutions that enhance Client experience and work in collaboration with management to implement.
9.    Creates company-wide relationships, to support the initiative of providing prompt and efficient service for our clients and leverages these relationships to develop understanding of the tools housed in the Visa Portals and increase the efficiency in support to clients.
10.   Makes decisions guided by policies and procedures.
11.   Works independently and receives minimal guidance, once training is completed
12.   Responsible for adhering to Visa’s Key Controls, including the protection of non-public data.

• Minimum of one year experience with general call center technical and/or operations support preferred
• Advanced knowledge of ticketing systems related to technical support preferred
• Course work in computer science or information technology preferred
• Needs solid PC skills in a Windows environment. Familiarity with Microsoft Office and Excel is strongly recommended
• Understanding of Visa products and services, risk management tools, and marketing information preferred.
• Must be able to manage multiple service requests with strict time limits
• Needs ability to comprehend and translate technical issues into business concepts.
• Needs ability to make quick decisions based on client needs
• Must be able to set priorities and manage customer expectations.
• Excellent verbal and written communication skills required. Spanish and/or Portuguese a plus but not required
• Must be accurate, well organized, and detail-oriented
• Needs ability to work as part of a high-performing team
• Will be responsible for additional duties as needed