Technical Service Experience Analyst

Visa, a global leader in payments technology, is seeking a Technical Service Experience Analyst to join their team in Warsaw, Poland.

The Technical Service Experience Analyst is a global third-line support function which provides enhanced level of technical assistance for issues and the collection, validation and interpretation of data and statistics.

Responsibilities:

• Help execute new service strategies set forth by leadership
• Field escalated tickets from Risk & Identity Support teams globally
• Hire, train, and grow team members on the Risk and Identity Solution product offerings
• Identify and implement strategies to improve quality of service, productivity, and Customer communication
• Support, debug and troubleshoot existing applications and/or database issues
• Claim and manage highly technical (API related, Developer centric) escalations from clients and CS teams
• Participate in customer troubleshooting escalations and work sessions
• Troubleshoot product related bugs by reproduction, user testing, log and code analysis
• Produce and maintain reports (mainly SQL/MS Excel) to support data and KPI requirements
• Collecting, interpreting, identifying patterns, and trends in sets of data to resolve inquiries
• Analyze large quantities of data to find trends or patterns of potential issues
• Design and develop tools for automation and process improvement in various software languages
• Provide notifications and offer technical troubleshooting to clients impacted by system wide issues
• Develop software user interfaces using internal tools and frameworks
• Support, maintain and document software troubleshooting for VRM and VAA
• Execute and work through Incident Management for priority client inquiries in region
• Responsible to be a subject matter expert in the following areas including but not limited to: Visa Protect Account to Account, VRM Rules – expected outcomes, configurations, Rule and VRM UI Troubleshooting, Visa Consumer Authentication Service (VCAS), Cardinal Consumer Authentication (CCA)
• Participate in new product pilots to help ensure smooth transition to CS teams
• Manage Risk and Identity L3 knowledge base, for internal and external customer support documentation and troubleshooting guides
• Processing customer feedback and bug reports
• Ensure tickets are responded to and in accordance with Customer defined Service Level Agreements (SLAs) – Response, Update, and Resolution SLAs

Requirements:

• University degree or equivalent experience
• Experience in customer support role in software, financial, ecommerce, or information services industry
• Experience diagnosing, reporting, tracking, and resolving software issues
• Experience with File Transfer SFTP
• Experience working in a variety of programming languages
• Experience working in a variety of environments – Windows, Linux
• Experience working with data using TSQL
• Basic network troubleshooting experience
• Programming experience - C#, Java, HTML, XML, JavaScript, SQL, jQuery, CSS, AJAX, HTML, XSL, Perl, PHP
• Must be able to skillfully prioritize and manage concurrent projects and issues
• Demonstrates sense of urgency and timelines
• Excellent written and verbal communication skills
• Takes the initiative to research and learn on their own
• Experience in working with cross-functional/cross-departmental and virtual teams

The estimated salary range for a new hire into this position is zł129,150 - zł212,175 which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, Pension, Life Insurance, Annual Leave, and Wellness Program.

Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.