Analyst, Technical Solutions

3 weeks ago

Auckland City, New Zealand Visa Full time

Company Description

Visa is a world leader in digital payments, facilitating more than 215 billion payments transactions between consumers, merchants, financial institutions and government entities across 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.

When you join Visa, you join a culture of purpose and belonging - where your growth is priority, your identity is embraced, and the work you do matters. We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world - helping unlock financial access to enable the future of money movement.

**Join Visa: A Network Working for Everyone.**

**Job Description**:
Team Summary

**What a Technical Solutions Analyst does at Visa**:
This is an individual contributor role responsible for solving complex problems and taking a broad perspective to identify innovative solutions. This role serves as a technical/functional specialist and works independently with guidance only in the most complex situations. Considered the functional expert for their client's processing and operational business.
The expectations of this role include the following and is not limited to:

- 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
- Lead complex cross functional customer service delivery initiatives across clients and Visa internal teams
- Act as liaison for the client, proactive identification of processing efficiencies, service change support and system enhancement support
- 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
- Represent customer change requests, system or operational requirements, negotiate and manage expectations internally and externally
- 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
- Educate and train clients on best practices for all supported services
- 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
- Responsible for escalating to department management when issues arise that might jeopardize problem resolution

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:

- Bachelor’s Degree or equivalent qualification
- Minimum 5+ years of experience in a technical support role in software or information services experience in financial services or payment card will be an advantage
- 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
- 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

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.

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