Analyst, Technical Solutions

**Company Description**
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 while driven by a common purpose - to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

The Analyst is a client-facing, position responsible for providing technical support and solutions to Visa’s Commercial FI clients & processors and acts as primary and escalation point of contact when standard procedures have failed to resolve issues. The Analyst also needs to ensure that escalations are proactively and professionally managed to deliver a great client outcome. This includes partnering with Visa Technology teams to resolve complex technology issues and leveraging deep knowledge of the client experience to propose potential enhancements. As such, the Analyst may act as a senior client liaison, carrying the voice of the client to their team, leadership, and internal partners.

The Analyst will have exceptional relationship skills as well as a good understanding of the company's technical products. In this role, it is critical to build a wide stakeholder network and develop cross-functional influence to achieve positive outcomes for clients and represent the voice of the client. The Analyst will partner with global peers to collaborate on processes and solutions and ensure consistent delivery of services across the globe.

**Responsibilities**:

- Work closely with key internal teams including Technology & Operations, Product, Customer Success, Technical Solutions, Client Success Managers, Implementations, Client Configuration, Licensing, and Sales to understand Client objectives and to seek out solutions.
- Accountable for the resolution of customer requests within agreed timeframes
- Identify trends and patterns to quickly address and limit client impact as well as improve client experience in the short and long term
- Proactively resolve, own and manage stakeholder communication on all business & technical problems
- Maintain workflow balance and reduce case resolution times
- Acts as an escalation point for service issues impacting clients. Effectively manage escalations ensuring the optimal balanced outcome for both clients and Visa
- Provide technical consultation and problem resolution to clients.
- Build and enhance positive working relationships with key clients and internal stakeholders.
- Utilize CRM to respond to client inquiries, providing prompt response, status and keeping client updated throughout the incident.
- Engage Technology, Engineering and Product organizations to regularly review and identify permanent solutions to frequently encountered operational issues.
- Identify, troubleshoot, and resolve queries relating to MMS’s Application Programming Interfaces (API), XML files, SOAP REST and JSON messages to support System Interface.
- Responsible for own workflow assignments and must be able to take the initiative to resolve problems and meet deadlines.
- Take ownership of high severity incidents and engage with senior management for escalation and communication purposes.
- Contribute quality content to our support knowledge base.

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

**Qualifications**

Basic Qualifications:

- Bachelor’s degree in computer science, Information Technology or equivalent work experience in a business analyst role in software or financial services
- Significant experience working directly with external customers in a technical customer support role in financial services, payment card, software, or information services
- Must be a self-starter with proven abilities in organization, conceptual and logical problem solving
- Ability to manage assignments that are of diverse scope and complexity that require significant initiative and good judgement
- Ability to set priorities and manage customer expectations internally and externally, and work both as part of a team and independently
- Proficiency providing technical and consultative support to external customers and identifying business needs
- Customer focus with proven ability to establish productive working relationships with staff and management at all levels
- Demonstrate ability to work in a complex organization to determine business and customer needs, providing the best solution to meet those needs
- Proven ability to manage complex technical systems across several products, platforms, and services.
- Excellent verbal, written, and interpersonal skills are required.
- Analytical & customer service skills.
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