Trilingual Sr. Client Care Support - VisaAccess

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 This role is an individ ual contributor with a focus on analyzing technical complaints and providing first level support to both Internal and External staff worldwide. The team also provides access controls designed to enroll, update, delete and audit both Internal and External profiles. T his position is at a professional level and uses a set of standard procedures to execute tasks while applying analytical skil ls based on the type of request. This position receives a low level of guidance and supervision.

Responsibilities

• Processes urgent requests for password resets and account enablement's to minimize downtime for both Internal and External staff worldwide.
• Provides level one triage for Visa Portals and applications, which includes diagnosing issues, detect ing patterns of impact, and ensuring the validity of complaints while working with other support teams on the resolution of Client inquiries/requests.
• Assists in coordinating internal resources to accomplish Visa and Client objectives and ensure Client experience standards are met.
• Maintains access controls responsibility for a wide variety of applications, which involves enrolling, updating, entitling and deleting both internal and external staff profiles.
• Provide information, direction and education to Clients regarding the various Visa Portals, products and services , ensuring understanding of best practices regarding usage and functionality.
• Able to shift priorities as needed and demonstrate proactive willingness to help others, to ensure customer expectations are exceeded and advocate on behalf of the Clients.
• Manage s phone hotlines , a ssigned email s, and web requests to protect service level targets, while leveraging a CRM tool to track daily activities
• Identifies internal procedures, opportunities and value-added solutions that enhance Client experience and work in collaboration with management to implement.
• Creates company-wide relationships , to support the initiative of providing prompt and efficient service for our clients and leverages these relationships to develop understanding of the tools housed in the Visa Portals and increase the efficiency in support to clients.
• Makes decisions guided by policies and procedures.
• Works independently and receives minimal guidance, once training is completed
• Responsible for adhering to Visa's Key Controls, including the protection of non-public data.
• This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

Requirements

• Must have a High School diploma or equivalent
• Need s solid PC skills in a Windows environment . Familiarity with Microsoft Office and Excel is strongly recommended
• Must be able to manage multiple service requests with strict time limits
• Needs a bility to comprehend and translate technical issues into business concepts.
• Needs abili ty to make quick decisions based on client needs
• Must be able to set priorities and manage customer expectations.
• Excellent verbal and written communication skills required.
• Must be accurate , w ell organized , and detail-oriented
• Needs a bility to work as part of a high-performing team
• Will be r esponsible for additional dut ies as needed
• English, Spanish and Portuguese required.
• 2 or more years of work experience
• Advanced knowledge of ticketing systems related to technical support preferred
• Course work in computer science or information technology preferred
• U nderstanding of Visa products and servic es, risk management tools, a nd marketing information preferred.
• Visa is an EEO Employer

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