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.

The Merchant Support Associate will be part of our world class customer support team and will be responsible for supporting the business and the technical needs of our growing client base. In this role you will be assisting Cybersource merchants and partners regarding payment gateway accounts. This position is located in Reading, UK.

What you will do, day to day!

• Provide outstanding customer facing skills and service to our clients via inbound phone calls, e-mail, and online cases
• Respond to incoming client requests by aiming towards one-call resolution, while addressing multiple client needs and following quality expectations
• Build, edit, and manage client cases using an internal CRM (Microsoft Dynamics) which includes raising support cases to Technical Support Engineers/Account Managers or Product Support Engineers, as needed
• Evaluate the nature of each client contact and determine the appropriate plan for resolution
• Collaborate across multiple teams, while displaying exceptional levels of professionalism on all interactions
• Takes pride and fulfilment in assisting clients and partners daily
• Adhere to established department procedures and guidelines, while providing quality customer service to meet and exceed department standards
• Responsible to provide support for our client based including acquiring solutions, along with clients requesting account closures with Authorize.net
• Dedication to the client experience by achieving positive results across Net Promoter Score, Customer Happiness Rates and Repeat Contact Rates
• Ability to perform with Operational Efficiency by delivering results based on Average Handle Time and Adherence scores
• Exhibits appropriate Leadership Effectiveness through demonstrating Visa’s Leadership Principles

Could this be for you? Our ideal candidate will bring:

• Track record of success within a customer care/commercial environment
• Strong troubleshooting skills
• Ability to multi-task, continually re-prioritise cases and work under various constraints
• Excellent verbal and written communications, interpersonal skills, customer orientation, team interaction, problem solving, and multi-tasking skills required
• Customer service skills including call de-escalation techniques and a dedication to quality service
• Self-motivated with the ability to work within a team and independently
• Ability to quickly identify problems and then take appropriate action to solve, including effective communication skills to wide audiences
• Adapts easily to shifting priorities and challenges

Visa is an equal opportunities employer. We are strongly committed to equal opportunity and strive to align fully with equal employment laws, ordinances and regulations for all applicants and employees. A place where everyone is accepted everywhere. That is our vision, and our passion. We believe that when each of us are empowered to discover our true potential, what we can do together is limitless.

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office two days a week, Tuesdays and Wednesdays with a general guidepost of being in the office 50% of the time based on business needs.