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Visa // credit cards
   Posted: Saturday, October 05, 2019
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  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 & card present payment services, educating customers on the use of our online business management tools, reports & continuing to resolve any issues our customers might face.

The Technical Support Engineer role globally represents the second line of support for CyberSource's products. This role will have a focused emphasis on Integrated Commerce & Card Present payment solutions & is based in Austin, TX. TheTechnical Support Engineer will have significant interaction (phone, emails & web ticketing) with our customers & our internal engineering team on standard payment questions, API integrations, & token services.Technical Support Engineerquickly identify & resolve 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. Are you well organized? Do you have 4 or more years of customer service experience


  • An environment filled with amazing people & incredible career opportunities
  • Fun, rewarding work environment with on-site cafeteria, unlimited beverages, gym, game room & free parking.
  • Competitive starting hourly wage with an annual performance & compensation review
  • Paid training
  • Comprehensive Medical, Dental, Vision package (No waiting period)
  • 401(k) plan, including company match program
  • Generous paid time off (21 days to start)
  • Education Assistance, Adoption Assistance, & Commuter Assistance
  • Fully stocked kitchens with unlimited soft drinks, coffee & tea
  • 24-hour gym with cardio & weight equipment
  • Full cafeteria with robust breakfast & lunch menu items
  • Paid paternal leave
  • Bring your Child to Work Day & numerous other Visa sponsored events/opportunities
  • Multiple Visa volunteering opportunities - involving the environment, pets, people etc.

Basic Qualifications

  • Minimum of 6 months of work experience or a Bachelor's Degree
Preferred Qualifications
  • 2 or more years of work experience
  • 2+ years of Tier 2 level Technical Helpdesk experience preferred
  • Intermediate-level knowledge of multiple programming / scripting languages. (C/C++, ASP, PHP, xml, etc.)
  • Intermediate-level knowledge of Network protocols, infrastructure, & topologies
  • 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
  • Prior knowledge of online payment processing and/or banking industry is a plus
Additional Information

Essential Functions

  • Work hours: Incumbent will be required to work regular business office hours
  • Travel:Position might require occasional travel for training or team meetings - 10%

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

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

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