Analyst, Technical Solutions

About the role

Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid. At Visa, you'll have the opportunity to create impact at scale - tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world. Join Visa and do work that matters - to you, to your community, and to the world. Progress starts with you. Job Description Client Services Commercial and Money Movement Solutions provides industry-leading and operational support to Visa's clients around the world. With our deep knowledge and expertise, we are a key internal partner to Technical Solutions and Product teams bringing the voice of the client into the design, development and successful deployment of Visa products and solutions. The Money Movement Support Analyst will be part of our Client Services team within the Global Contact Center organization. The Analyst will be a subject matter expert across the Commercial and Money Movement Solutions landscape in all regions. This includes B2B payments, cross-border payments, expense management, travel solutions, compliance, and data solution products. The candidate will need to understand all related integration to these commercial products and platforms. The Analyst is a client-facing, position responsible for providing technical support and solutions to Visa's Commercial FI clients & processors and acts as primary and escalation point of contact when standard procedures have failed to resolve issues. The Analyst also needs to ensure that escalations are proactively and professionally managed to deliver a great client outcome. This includes partnering with Visa Technology teams to resolve complex technology issues and leveraging deep knowledge of the client experience to propose potential enhancements. As such, the Analyst may act as a senior client liaison, carrying the voice of the client to their team, leadership, and internal partners. The Analyst will have exceptional relationship skills as well as a good understanding of the company's technical products. In this role, it is critical to build a wide stakeholder network and develop cross-functional influence to achieve positive outcomes for clients and represent the voice of the client. The Analyst will partner with global peers to collaborate on processes and solutions and ensure consistent delivery of services across the globe.

Responsibilities

• Work closely with key internal teams including Technology & Operations, Product, Customer Success, Technical Solutions, Client Success Managers, Implementations, Client Configuration, Licensing, and Sales to understand Client objectives and to seek out solutions.
• Accountable for the resolution of customer requests within agreed timeframes
• Identify trends and patterns to quickly address and limit client impact as well as improve client experience in the short and long term
• Proactively resolve, own and manage stakeholder communication on all business & technical problems
• Maintain workflow balance and reduce case resolution times
• Acts as an escalation point for service issues impacting clients. Effectively manage escalations ensuring the optimal balanced outcome for both clients and Visa
• Provide technical consultation and problem resolution to clients.
• Build and enhance positive working relationships with key clients and internal stakeholders.
• Utilize CRM to respond to client inquiries, providing prompt response, status and keeping client updated throughout the incident.
• Engage Technology, Engineering and Product organizations to regularly review and identify permanent solutions to frequently encountered operational issues.
• Identify, troubleshoot, and resolve queries relating to MMS's Application Programming Interfaces (API), XML files, SOAP REST and JSON messages to support System Interface.
• Responsible for own workflow assignments and must be able to take the initiative to resolve problems and meet deadlines.
• Utilizing exceptional analysis and problem-solving skills to resolve technical problems by applying own understanding and in-depth knowledge of MMS services for specialized areas.
• Take ownership of high severity incidents and engage with senior management for escalation and communication purposes.
• Identify, troubleshoot, and resolve complex processing, application usage or business events.
• Contribute quality content to our support knowledge base.
• Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.

Requirements

• Bachelor's degree in computer science, Information Technology or equivalent work experience in a business analyst role in software or financial services
• Significant experience working directly with external customers in a technical customer s

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