Analyst, Technical Solutions

Analyst, Technical Solutions - Client Services Visa | Bogota, D.C., Capital District, Colombia Job Overview Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in 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. Make an impact with a purpose‑driven industry leader. Join us today and experience Life at Visa. Job Description Technical Solutions is a team of subject matter experts within the Client Services function. The Analyst in Technical Solutions will provide in‑depth technical support to resolve client issues with our Acceptance Solutions products, including Cybersource and Authorize.net. The role is at level 3 of the support model, handling highly complex escalations from frontline support teams. Analysts also collaborate with Technology and Product teams to identify opportunities for improvement. Responsibilities Utilize strong analysis and problem‑solving skills to resolve technical problems, applying in‑depth knowledge of Acceptance solutions. Provide timely and effective support to customers via phone and email, ensuring high levels of customer satisfaction. Proactively acquire and enhance all necessary technical expertise for the role, including self‑directed learning. Work closely with other technical teams to escalade and resolve complex issues. Create, edit, and distribute client notifications and communications. Resolve issues independently and manage workflow to meet deadlines. Maintain accurate records of issues, solutions, and customer interactions in the case‑logging tool. Identify, troubleshoot, and resolve queries for Visa Acceptance products and services. Develop effective working relationships with external and internal clients and achieve required client satisfaction metrics. Contribute to continuous improvement of support processes and procedures. Manage technical communications with client technical teams and customer service teams. Maintain strong relationships with team members and key stakeholders (Client Success Managers, Product, Ops, IT). Qualifications Basic: 2+ years of relevant work experience and a Bachelors degree, or 5+ years of relevant work experience. Preferred: 3+ years of work experience with a Bachelor’s Degree or 2+ years of work experience with an Advanced Degree (e.g., Masters, MBA, JD, MD). Payment industry experience strongly preferred, including card‑present, card‑not‑present, PCI, and payment risk mitigation methodology experience. Experience with ERP, OEM, CRM, FI, ISV systems and associated technologies. Strong understanding of technical concepts, networking principles, databases, programming languages (REST, Java, C/C++, etc.) and markup languages (HTML, XML). Demonstrated program‑level, complex, ambiguous, and/or multifaceted solution requirements and architecture experience. Implementation‑based project management or product management experience with cross‑functional and technology‑centric teams. Client‑facing experience with successful customer relationship management. Strong complex problem‑solving capabilities and ability to articulate complex topics to variable audiences. Strategic and prioritization skills across multiple high‑impact initiatives. Excellent interpersonal, written and verbal communication skills, detail‑oriented and committed to high accuracy. Self‑starter with strong organization and resolution management skills. Additional Information 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. This is a hybrid position. Expected days in the office will be confirmed by your Hiring Manager. #J-18808-Ljbffr