Technical Support Analyst

Visa - Ashburn, VA (30+ days ago)4.0


Job Description

Position Summary

Client Specialized Product Support provides service to financial institutions in The Americas for Visa’s complex software applications.

Job Scope

This individual contributor role is responsible for identifying and resolving client issues of moderate complexity. This position will provide day-to-day support to financial institutions, which includes; responding to customer inquiries related to web-based software applications issues while ensuring customer expectations are exceeded.

Responsibilities

Provide operational support to large financial institution for specialized software products; act as the voice of the client to other internal groups, including the Product and Technical teams

Identify, troubleshoot, and resolve moderately complex processing, application usage, or business issues to exceed customer expectations

Assure prompt and permanent resolution of client inquiries relating to general functionality for Visa software applications
Understand customer needs, business requirements, and priorities to develop solutions and recommendations based on business needs

Educate customers on software applications, usage and functionality

Responsible for own work flow assignments and must be able to take the initiative to resolve problems and meet deadlines

Assess operational opportunities to increase service quality or efficiency

Build and enhance positive working relationships with Visa client institutions, processors and internal stakeholders

Available during off hours for high priority issues or special projects; on-call monthly for after-hours client inquiries
Minimal travel may be required Qualifications

Qualifications

Bachelors degree in business or computer related field preferred

Minimum of 2-4 years experience in a customer support role in financial services, software or information services

Ability to comprehend and translate technical information and apply to business solutions

Self starter with a demonstrated ability to achieve results as part of an effective team, and ability to effectively prioritize and multi-task under deadlines

Demonstrated success in customer relationship management

Strong verbal, written, presentation and interpersonal skills are required

Able to set priorities, influence others, and manage customer expectations

Excellent time management, organization, and planning skills are essential

Experience using standard MS Office tools (e.g. MS Excel, PowerPoint, Word, Visio, etc.)

Spanish beneficial

Additional Information

All your information will be kept confidential according to EEO guidelines.