Associate Tech Support Analyst

Company Description

As the world’s leader in digital payments technology, Visa’s mission is to connect the world through the most creative, reliable and secure payment network
– enabling individuals, businesses, and economies to thrive.

Our advanced global processing network, VisaNet, provides secure and reliable payments around the world, and is capable of handling more than 65,000 transaction messages a second.

The company’s dedication to innovation drives the rapid growth of connected commerce on any device, and fuels the dream of a cashless future for everyone, everywhere.

As the world moves from analog to digital, Visa is applying our brand, products, people, network and scale to reshape the future of commerce.

At Visa, your individuality fits right in.

Working here gives you an opportunity to impact the world, invest in your career growth, and be part of an inclusive and diverse workplace.

We are a global team of disruptors, trailblazers, innovators and risk-takers who are helping drive economic growth in even the most remote parts of the world, creatively moving the industry forward, and doing meaningful work that brings financial literacy and digital commerce to millions of unbanked and underserved consumers.

You’re an Individual.

We’re the team for you.

Together , let’s transform the way the world pays.

Job Description

The global systems operations team supports all the processing operations for Visa Inc., including Visa’s networks, systems, and applications.

It is also responsible for physical engineering and support of the Visa facilities and the lab environment.

As a member of Operations Command Center, the Associate Network Processing Analyst has the primary responsibility for monitoring authorization processing and providing first level response to assist with the mitigation or elimination of issues which may be impacting to our clients, or the VISA brand.

The preferred candidate will have the responsibility of being the first point of contact for all Visa customers (worldwide), and will need to possess excellent Customer Service, technical and analytical abilities in order to effectively manage first contact with VISA customers, and resolve a high number of reported issues without any need for escalation or assistance.

The preferred candidate will possess all of the following competencies.

Does your experience include dedicatedly monitor, recognize, analyze, isolate and/or resolve documented hardware and software problems utilizing a variety of hardware and software testing tools and techniques?

Do you enjoy being responsible for the communication of issues to management, other internal support groups and customers via pages, email broadcasts or phone calls?

As part of this team, you will support and advocacy for Visa clients comprised of consumers, businesses, financial institutions, and governments worldwide.

We use ISO 8583 message format to build a solid grasp of the payment transaction elements from point of sale ultimately resulting in a flawless transaction for the cardholder.

We develop an in-depth understanding of Authorization transaction message flow and the various types of transaction exceptions that can be encountered resulting in cardholder impact.

Our team captures pertinent information and work with our clients to isolate and resolve the majority of events without any need for assistance.

As a team member, you document support procedures, managing each issue through resolution or turnover in order to maintain established service levels.

You will track, update, and resolve all assigned incidents, changes and problem reports in the incident.

Our team takes pride in ensuring that documentation is thorough, accurate and meets a standard of high quality.

We properly raise incidents in a timely manner per support guidelines and procedures.

You will be the liaise with L2 support groups and/or development groups to collaborate on the resolution of incidents and problems.

And you will Bridge Stewardship in support of timely resolution of internal and client facing issues.

Essential Functions

• Monitor VisaNet / Visa Debit transactions, client connectivity as well as VIP / Tandem systems status
• Document and communicate critical milestones/progress of ongoing incidents timely and accurately
• Provide e-mail and phone assistance support for VisaNet e.g.connections, transactions, request, general inquiry and troubleshooting
• Demonstrate technical leadership skills in day-to-day work; take ownership of critical issues where appropriate, drive incidents to resolution in a timely manner as dictated by the impact and severity of the problem
• Provide an Operations and Support perspective in the adoption of new technologies and the implementation of new software
• Will understand and adhere to the current escalation and critical situation management process within the Global Operations Command Center
• Responsible for the internal and external communication of issues to users, other internal support groups and the customers via pages, email broadcasts or phone
• Use verbal and written communication skills to ensure that management is well informed of ongoing incidents.

  Craft written responses based on the target audience

• Work on ticket queues, mailbox, alert console and phone calls
• Constantly follow-up on all open incidents and problem tickets to meet group objectives

Qualifications

Basic Qualifications

• Minimum of 6 months of work experience or a Bachelor’s Degree
Preferred Qualifications

• 2 or more years of work experience

• Understanding of and experience with network connectivity fundamentals and related device health statuses.

• Strong reporting and documentation skills

• Lead by example

• MS Office suite proficiency

• Service Desk or Operations experience with a demonstrated pattern of increased responsibility.

• Uses sound judgment in resolving priorities and enlisting support of other internal groups to prevent any compromise to Visa business or client service level agreements

• Technical support experience on servers, systems and network.

• Understanding of Tandem systems and knowledge of operational commands (Visa Debit)

• Ability to quickly learn Visa proprietary as well as industry standard tools to support monitoring and response for client and Visa brand issues.

Primary Tools are Netcool and Vital Signs

• Ability to speak Spanish or Portuguese would be beneficial to support LAC Market (VisaNet)

– Able to effectively communicate at a staff level and senior management level.

– Need to already possess Information Technology Infrastructure Library Foundation Certificate (ITIL), or ability to obtain within 6 months
This position has a minimum base salary of $58,400 and a midpoint base salary of $74,400.

The base pay may vary depending on job-related knowledge, skills, and experience.

In addition, this position is eligible for annual bonus and equity.

Additional Information

Visa has adopted a COVID-19 vaccination policy to safeguard the health and well-being of our employees and visitors.

As a condition of employment, all employees based in the U.S.

are required to be fully vaccinated for COVID-19, unless a reasonable accommodation is approved or as otherwise required by law

Work Hours: Varies upon the needs of the department

Travel Requirements: This position requires travel 5-10% of the time.

Mental/Physical Requirements: This position will be performed in an office setting.

The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.

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.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.

More Information on Visa

Visa operates in the Fintech industry.

The company is located in Foster City, CA, San Francisco, CA, Austin, TX and Miami, FL.

Visa was founded in 2022.

It has 18871 total employees.

It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance.

To see all 961 open jobs at Visa, click here .