Analyst, Technical Service Experience

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SeniorHybryda·WarszawaFull-time

#475297·Dodano 2 dni temu·0

Źródło: Visa

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Tech Stack / Keywords

SQL T-SQLMicrosoft ExcelSFTPC#Java JavaScript LinuxWindowsjQuery

Podsumowanie oferty

The Technical Service Experience Analyst provides global third-line support for Visa’s Risk & Identity products, handling client escalations, incident management, application troubleshooting and performance data analysis. The role works with APIs, SQL and Excel, and supports products including VRM and VAA.

Wymagania

University degree or equivalent experience.
Experience in a customer support role in the software, financial, ecommerce or information services industry.
Experience diagnosing, reporting, tracking and resolving software issues.
Experience with file transfer using SFTP.
Experience working with a variety of programming languages and environments, including Windows and Linux.
Experience working with data using T-SQL.
Basic network troubleshooting experience.
Programming experience with C#, Java, HTML, XML, JavaScript, SQL, jQuery, CSS, AJAX, XSL, Perl or PHP.
Ability to prioritize and manage concurrent projects and issues.
Sense of urgency and awareness of timelines.
Excellent written and verbal communication skills.
Initiative in researching and learning independently; resourcefulness, motivation and willingness to learn new programs.
Experience working with cross-functional, cross-departmental and virtual teams.
Attention to detail and willingness to listen and request clarification.
Ability to contribute to team success, follow policies and procedures, and support organizational goals and values.

Nice to have:

Consulting experience.
Ecommerce industry experience.
Understanding of Visa Risk & Identity products and services.
Incident Management experience.

Obowiązki

Help execute service strategies set by leadership.
Handle escalated tickets from Risk & Identity Support teams globally.
Hire, train and develop team members on Risk and Identity products.
Identify and implement strategies to improve service quality, productivity and customer communication.
Support, debug and troubleshoot applications and database issues.
Claim and manage technical, API-related and developer-focused client and CS escalations, using CS documentation, test accounts and knowledge of RAIS products to resolve concurrent issues.
Participate in customer troubleshooting escalations and work sessions.
Reproduce and troubleshoot product bugs through user testing, log analysis and code analysis.
Produce and maintain reports, mainly using SQL and Microsoft Excel, to support data and KPI requirements.
Collect and interpret data, identify patterns and trends, and analyze large datasets to find potential issues.
Design and develop automation and process-improvement tools in various software languages.
Notify clients affected by system-wide issues and provide technical troubleshooting.
Develop software user interfaces using internal tools and frameworks.
Support, maintain and document software troubleshooting for VRM and VAA.
Manage incident response for priority client inquiries in the region.
Serve as a subject matter expert in areas including Visa Protect Account to Account, VRM Rules and UI troubleshooting, Visa Consumer Authentication Service (VCAS) and Cardinal Consumer Authentication (CCA).
Participate in new product pilots to support smooth transitions to CS teams.
Manage the Risk and Identity L3 knowledge base, including internal and external support documentation and troubleshooting guides.
Process customer feedback and bug reports.
Respond to tickets in accordance with customer-defined Response, Update and Resolution SLAs.
Work with global teams, including Technical Solution, Product, Engineering, Data Scientist, Operations, Sales and Technical Account Managers, to identify and resolve issues affecting clients.

Additional Responsibilities:

Communicate with internal and external customers.
Work with software engineering to identify root causes of issues that cannot be resolved.

Benefity

The position may be eligible for a bonus and equity.
The benefits package for which the position may be eligible includes Medical, Dental, Vision, Pension, Life Insurance, Annual Leave and a Wellness Program.

Opieka zdrowotna

Ubezpieczenie

Płatne święta

Premie

Udziały pracownicze

Visa

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