Go Share - Technical Solutions

Company Description

As the world's leader in digital payments technology, Visa's mission is to connect the world through the most creative, reliable and secure payment network - enabling individuals, businesses, and economies to thrive. Our advanced global processing network, VisaNet, provides secure and reliable payments around the world, and 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, and 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 and 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, and be part of an inclusive and diverse workplace. We are a global team of disruptors, trailblazers, innovators and risk-takers who are helping drive economic growth in even the most remote parts of the world, creatively moving the industry forward, and doing meaningful work that brings financial literacy and digital commerce to millions of unbanked and underserved consumers.

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

Job Description

Visa Commercial Solutions provides issuers and their corporate clients a suite of products and capabilities to simplify the critical processes that businesses perform daily.  These critical processes include managing expenses, compliance, vendors and reporting.  They also provide analysis for corporates in order to make informed business and financial decisions about employee and company spend. Commercial Solutions also facilitate payments between buyers and suppliers, using online solutions or APIs. The Analyst provides operational and technical support to North American banks and partners regarding Visa’s suite of commercial products. This Go Share will be a subject matter expert on multiple products and will represent the team and its clients in advocating for platform improvements and enhancements.

Job Scope

This individual contributor Go Share is responsible for identifying and resolving client issues of moderate complexity.  This Go Share 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

• 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
• Act as liaison for the client, provide problem management, proactive identification of processing efficiencies, service change support and system enhancement support.
• Responsible for own work flow assignments and must be able to take the initiative to resolve problems and meet deadlines
• 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.
• 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

Qualifications

• Experience in a customer support role in financial services, software or information services and Bachelor’s degree in business or computer related field preferred
• Must be a self-starter with proven abilities in organizational, conceptual, and logical problem solving
• Ability to manage assignments that are of diverse scope and complexity that require significant initiative and good judgment
• Ability to set priorities and manage customer expectations internally and externally, and work both as part of a team and independently
• Strong technical aptitude with the ability to absorb technical information and apply to business solutions.
• Proficiency providing technical and consultative support to external customers and identify business needs.
• Customer focus with proven ability to establish productive working relationships with staff and management at all levels.
• Demonstrate ability to work in a complex organization to determine business and customer needs, providing the best solution to meet those needs.
• Working knowledge of Microsoft Office
• Excellent verbal, written, presentation and interpersonal skills required
• Experience in troubleshooting complex web applications, application programing interfaces (APIs) gateways, integration or environment issues is a plus
• Bilingual (English/Spanish) is a plus

Additional Information

Length of Project - We are seeking 2 Candidates to offer (1 for 3 Months at 100% Capacity and 1 for 3 Months at a 50% Capacity

Approximate Time Needed -  50% - 100%

Location - Any US office Location

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, reach with hands and arms, and bend or lift up to 25 pounds.