Technical Solutions Expert

hace 1 día

Bogotá, Bogotá D.E., Colombia Visa Inc. A tiempo completo

About the Job
We are seeking a Technical Solutions Expert to join our team at Visa Inc. As a key member of our support function, you will provide enhanced technical assistance for issues and collect, validate, and interpret data and statistics. You will interact with various global teams to identify and resolve issues affecting clients across all tiers. This role requires collaboration with Technical Solution, Product, Engineering, Data Scientist, Operations, Sales, and Technical Account Managers (TAMs) teams.

Key Responsibilities
- Analyze and consolidate performance data and statistics.
- Support customer implementation and customer support groups in designing integration solutions, troubleshooting issues, and analyzing data to contribute to VISA goals and initiatives.
- Manage escalations from other work groups within the CS team organization relating to A2A, VRM/VAA, VCAS, and CCA Risk and Identity Solution product offerings.
- Field escalated tickets from Risk & Identity Support teams globally.
- Support, debug, and troubleshoot existing applications and/or database issues.
- Claim and manage highly technical (API related, Developer centric) escalations from clients and CS teams.
- Participate in Customer Troubleshooting Escalations and Work Sessions.
- Troubleshoot product-related bugs by reproduction, user testing, log, and code analysis.
- Produce and maintain reports (mainly SQL/MS Excel) to support data and KPI requirements.
- Collect, interpret, identify patterns, and trends in sets of data to resolve inquiries.
- Analyze large quantities of data to find trends or patterns of potential issues.
- Design and develop tools for automation and process improvement in various software languages.
- Provide notifications and offer technical troubleshooting to clients impacted by system-wide issues.
- Develop software user interfaces using internal tools and frameworks.
- Support, maintain, and document software functionality troubleshooting for VRM and VAA.
- Execute and work through Incident Management for priority client inquiries in the region.
- Be a subject matter expert in areas including but not limited to: Visa Protect Account to Account VRM Rules expected outcomes, configurations, Rule, and VRM UI Troubleshooting Visa Consumer Authentication Service (VCAS) Cardinal Consumer Authentication (CCA) Pro-active monitoring of incidents such as enumeration attacks Processing customer feedback and bug reports Ensure tickets are responded to in accordance with Customer-defined Service Level Agreements (SLAs) – Response, Update, and Resolution SLAs.

Requirements
- Experience in a customer support role in software, financial, or information services industry.
- Diagnosing, reporting, tracking, and resolving software issues File Transfer SFTP Working in a variety of programming languages Working in a variety of environments – Windows, Linux Data using TSQL Basic network troubleshooting experience Programming - multiple development languages Skillfully prioritizing and managing concurrent projects and issues Demonstrating a sense of urgency and timeliness Excellent written and verbal communication skills Taking the initiative to research and learn on your own; resourcefulness, motivated, self-starter, willing to learn new programs Working with cross-functional/cross-departmental and virtual teams Quality Focused; demonstrates attention to detail, listens and requests clarification.

Benefits
Visa offers a competitive salary range of $120,000-$160,000 per year, depending on location and experience. Additionally, we provide comprehensive benefits, including medical, dental, and vision insurance, 401(k) matching, paid time off, and professional development opportunities.

Other Information
This is a hybrid position, requiring employees to work from the office 2-3 days a week. Visa is an EEO Employer and welcomes qualified applicants with diverse backgrounds and experiences. Salary may vary based on location and experience.

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