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Visa // credit cards
 
   Posted: Friday, October 04, 2019
 
   
 
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JOB DETAILS
  Company Description

As the world's leader in digital payments technology, Visa's mission is to connect the world through the most creative, reliable & secure payment network - enabling individuals, businesses, & economies to thrive. Our advanced global processing network, VisaNet, provides secure & reliable payments around the world, & is capable of handling more than 65,000 transaction messages a second. The company's dedication to innovation drives the rapid growth of connected commerce on any device, & fuels the dream of a cashless future for everyone, everywhere. As the world moves from analog to digital, Visa is applying our brand, products, people, network & scale to reshape the future of commerce.

At Visa, your individuality fits right in. Working here gives you an opportunity to impact the world, invest in your career growth, & be part of an inclusive & diverse workplace. We are a global team of disruptors, trailblazers, innovators & risk-takers who are helping drive economic growth in even the most remote parts of the world, creatively moving the industry forward, & doing meaningful work that brings financial literacy & digital commerce to millions of unbanked & underserved consumers.

You're an Individual. We're the team for you. Together, let's transform the way the world pays.

Job Description

The CyberSource Associate Technical Support Analyst (Technical Support Engineer) provide phone & web support to our growing number of direct customers & channel resellers. This includes assisting new customers with the initial set up of CyberSource's online payment services, educating customers on the use of our online business management tools, reports & continuing to resolve any issues our customers might face. The TSE role globally represents the second line of support for CyberSource's products. The TSE will have significant interaction (phone, emails & web ticketing) with our customers & our internal engineering team on standard payment questions, API integrations, & cutting edge offerings such as ApplePay & token services. TSE's quickly identify & resolve first & second level technical problems. You will be an outstanding teammate who enjoys working with others, including internal engineering & operational teams, to solve demanding customer issues. The size of the CS team creates a varied role with the need for an ability to act in multiple capacities at a time. Technical Support Engineers are great teammates with the ability to deliver results in a dynamic & ever changing environment with superb communication & time management skills. They have excellent customer service skills & the ability to comprehend technical topics & present them to non-technical users.

What you'll do:

  • Engage with our clients through multiple contact channels in a fast-paced environment
  • Understand client needs & tackle problems
  • Think creatively about technical issues & find ways to change showstoppers into positive ways forward
  • Work closely with internal teams & external partners to deep dive
  • Manage escalation workflows using our systems to ensure nothing falls to the bottom of the to-do list
  • Keep current on product releases & updates
  • Share the knowledge among your fellow troubleshooters

What you'll bring:

  • A passion for solving problems.
  • A way with words that makes technical topics easy to understand
  • A keen eye for getting to the root cause of an issue
  • A love of helping people
  • An ability to manage multiple needs & keep them all on track
  • A strong ethos towards helping the team win
  • A basic understanding of code (Java, C/C++, Perl, etc.), network protocols & infrastructure

A few cherries on top:

  • Extended knowledge of code, network protocols & infrastructure
  • Demonstrable experience in a service environment juggling multiple interactions or issues
  • Exposure to payments or financial services
Qualifications

Basic Qualifications:

  • Minimum of 6 months of work experience or a Bachelor's Degree
  • Extraordinary verbal & written communication skills
  • Strong troubleshooting/debugging skills & a real passion for problem solving
  • Quickly evaluate information, & make quick decisions based on multiple factors
  • Handle multiple service requests with strict time limits on an ongoing basis
  • Ability to multi-task, continually re-prioritize cases & work under pressure

Preferred Qualifications:

  • 2 or more years of work experience
  • 2+ years of Tier 2 level Technical Helpdesk experience preferred
  • MIS strongly preferred
  • Intermediate-level knowledge of Network protocols, infrastructure, & topologies
  • Prior knowledge of online payment processing and/or banking industry is a plus
Additional Information

Work hours: 8 Hours / 5 Days per week

Travel:Position might require occasional travel for training or team meetings -

Physical Requirements:This position will be performed in an office setting. The position will require the incumbent to sit & stand at a desk, communicate in person & by telephone, frequently operate standard office equipment, such as telephones & computers, reach with hands & arms, & bend or lift up to 25 pounds.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines & applicable local law.

 
 
 
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