Technical Support Analyst

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.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Job Description

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. Expectation of days in the office will be confirmed by your Hiring Manager.

Qualifications

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.

Previous experience supporting Expense Management Solutions is highly desired.

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.

Additional Information

Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.