Analyst, Technical Solutions

at  visa

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.
Job Description
The Technical Solutions team is tasked with supporting clients using Visa Digital products and services including, but not limited to, Visa Direct, Click to Pay and Visa Transaction Controls. As an Analyst, Client Services you will be responsible for providing post-launch support to Visa Digital Solutions merchants, issuers, developers, and partners across the Global Enterprise, Mid-Market, and Small Business channels.
This role creates an exciting opportunity to be pivotal in achieving success for our clients who have live push payment solutions. This technical/functional specialist will interact with traditional and non-traditional financial institutions, processors, internal Client Success Managers, and external clients as well as be able to thrive in a highly collaborative environment.

This role also requires a solution-oriented thinker who can recommend feasible optimization opportunities to strengthen the overall product and client experience. You will be expected to handle support requests, working with other teams inside and outside the Client Services organization.

• Provides high value customer service support on day-to-day items to Visa Clients and internal staff to ensure customer expectations are exceeded, advocate on behalf of the clients
• Be a subject matter expert on at least three Visa Business Solutions products.
• Lead complex cross functional customer service delivery initiatives across clients and Visa internal teams
• Act as liaison for the client, provide problem management, proactive identification of processing efficiencies, service change support and system enhancement support.
• Coordinate internal resources to accomplish Visa and client objectives
• Stay current with industry and client trends and maintain a strong knowledge of Visa Commercial products and services.
• Represent complex customer change requests, system or operational requirements, negotiate and manage expectations internally and externally.
• Develop and manage strategic planning, operational initiatives, special projects and client-driven continuous improvement plans.
• Ensure prompt and comprehensive resolution of client inquiries as well as create and maintain updated support documentation – meeting required deadlines
• Build and enhance positive working relationships with key clients and internal stakeholders
• Represent client perspective within Visa organization to ensure enhancements are prioritized
• Proactively identify operational opportunities and implement recommendations to increase service quality and efficiency
• Report customer project accomplishments and deliverables to senior management
• Educate and train clients on best practices for all supported services
• Perform ongoing proactive operational reviews
• Role will mostly be technical in nature but will be expected to support team in finding trends and opportunities to bring the client’s operational support closer to a strategic level.
• Bridge the knowledge gap between the business personnel at the bank and their technology counterparts
• Provide leadership and communication, responsible for escalating to department management when issues arise that might jeopardize problem resolution

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 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.
Qualifications

BASIC QUALIFICATIONS

• 2 or more years of work experience with a Bachelor’s Degree or an Advanced Degree (e.g. Masters, MBA, JD, MD, or PhD)

PREFERRED QUALIFICATION

• 3 or more years of work experience with a Bachelor’s Degree or more than 2 years of work experience with an Advanced Degree (e.g. Masters, MBA, JD, MD)
• 8+ years in-depth technical experience such as customer support, software development, or web development
• Bachelor’s degree required in Computer Science or related
• English language fluency required
• Client facing experience
• Candidate must be a self-starter and have a disposition to work independently with a commitment to detail in an organized manner
• Experience working with e-commerce platforms, shopping cart technologies, and/ or payment service providers (gateways).
• Understanding of mobile payments and architecture, including, NFC, TSMs, OTA, secure elements, contactless payments, online/remote payments, QR Codes, cloud-based payments and chip cards (contact and contactless).
• Demonstrated strong leadership capabilities and interpersonal skills
• Executive level written and verbal communication, and customer interaction skills
• Strong organization skills including resolution management and follow up
• Strong problem solving and analytical skills
• Experience with web-based software development technologies: PHP, ASP, .NET, JavaScript, HTML, XML, JSON, REST APIs
• Understanding of Web Security: SSL, HTTPS, Hash algorithms
• Strong SQL skills
• Familiarity with Splunk or related tools
• Use of Generative AI tools a plus
  Additional Information
  Work Hours: Varies upon the needs of the department.
  Travel Requirements: This position requires travel 5-10% of the time.
  Mental/Physical Requirements: This position will be performed in an office setting. The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.
  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.
  Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.

• Provides high value customer service support on day-to-day items to Visa Clients and internal staff to ensure customer expectations are exceeded, advocate on behalf of the clients
• Be a subject matter expert on at least three Visa Business Solutions products.
• Lead complex cross functional customer service delivery initiatives across clients and Visa internal teams
• Act as liaison for the client, provide problem management, proactive identification of processing efficiencies, service change support and system enhancement support.
• Coordinate internal resources to accomplish Visa and client objectives
• Stay current with industry and client trends and maintain a strong knowledge of Visa Commercial products and services.
• Represent complex customer change requests, system or operational requirements, negotiate and manage expectations internally and externally.
• Develop and manage strategic planning, operational initiatives, special projects and client-driven continuous improvement plans.
• Ensure prompt and comprehensive resolution of client inquiries as well as create and maintain updated support documentation – meeting required deadlines
• Build and enhance positive working relationships with key clients and internal stakeholders
• Represent client perspective within Visa organization to ensure enhancements are prioritized
• Proactively identify operational opportunities and implement recommendations to increase service quality and efficiency
• Report customer project accomplishments and deliverables to senior management
• Educate and train clients on best practices for all supported services
• Perform ongoing proactive operational reviews
• Role will mostly be technical in nature but will be expected to support team in finding trends and opportunities to bring the client’s operational support closer to a strategic level.
• Bridge the knowledge gap between the business personnel at the bank and their technology counterparts
• Provide leadership and communication, responsible for escalating to department management when issues arise that might jeopardize problem resolutio