Technical Support Analyst

2 days ago

Metro Manila, Philippines Visa Philippines Business Processing Center, Corp. Full time

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

 

What a Technical Solutions Analyst does at Visa:

Commercial and Money Movement Solutions (CMS) Client Services team provides industry-leading implementation and operational support to Visa’s clients around the world. With our deep knowledge and expertise, we are a key internal partner to product and technology, bringing the voice of the customer into the design, development and successful deployment of Visa products and services. As part of the Technical Solutions team, the role provides technical support to financial institutions who utilize CMS product suite to provide Value Added Services and transactional processing services to their corporate clients.

In this role, you are expected to:

• Provide high value customer service support to clients, ensuring customer expectations are exceeded, and be the voice of the client
• Participate in cross functional customer service delivery initiatives across clients and Visa internal teams
• Coordinate internal resources to accomplish client’s and Visa’s objectives
• Drive problem and communication management for any critical issue affecting a client, or client issue affecting Visa
• Proactively notify clients regarding any widespread or business critical problems with CMS product suite.
• Build and enhance positive working relationships with key clients and internal stakeholders
• Engage Technology Operations and Product organizations to regularly review and identify permanent solutions to frequently encountered operational issues
• Educate and train clients on best practices for CMS product suite
• Represent Client Services from the operational perspective in the execution of difficult and mildly complex customer change requests, system or new operational requirements.
• Negotiate and manage expectations of clients and internal stake holders
• Develop and manage operational initiatives, special projects and client-driven continuous improvement plan

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

 

Qualifications

What you will need:

We are looking for an individual who brings breadth of experience, a curiosity about payments, is results-driven and client focused. As a candidate, you should have:

• Bachelor’s Degree in Information Technology or equivalent qualification.
• A minimum of 5 years of experience in an external facing role as technical support in the financial services, payment industry, software or information services.
• Technical Experience working with API, SFTP file transfer and credit card processing through Visa is required.
• Experience with money transfer services such as SWIFT or other remittance services is a plus
• Able to effectively communicate at all levels.
• Demonstrated ability to articulate technical terms or processes into business language.
• Strong interpersonal skills. Proven abilities in negotiating with and influencing clients and peers at the working level.
• Demonstrate success in client relationship management.
• Effective time management, organization, and planning skills.
• Effective communication skills, both verbal and written.
• Role is based in Pasay, Manila.

 

A preferred candidate would have a broad operational experience relating to credit card solutions (travel, virtual and expense management) and be able to relate the operational needs of the client to their business drivers. They would be committed to excelling with partners, with a record of accomplishment in understanding, anticipating, and delivering the client’s needs. The ideal candidate would lead by example, taking accountability to organize across the company deliver at the highest standard.
 

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