# Technical Service Experience Analyst

**Company**: Visa
**Location**: Warsaw, Poland
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Salary**: zł129,150 - zł212,175
**Category**: Engineering
**Industry**: Technology

**Apply**: https://visa.wd5.myworkdayjobs.com/en-US/Visa/job/PL---Warsaw-Poland/Analyst--Technical-Service-Experience_REF090042W?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/job/technical-service-experience-analyst-a1b5fc3a-5cd/

## Description

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.

For more fresh new jobs, check out [yubhub.co](https://yubhub.co/).

## Skills

### Required
- SQL
- MS Excel
- C#
- Java
- HTML
- XML
- JavaScript
- TSQL
- Linux
- Windows
- File Transfer SFTP
- Basic network troubleshooting

### Nice to have
- Consulting experience
- Ecommerce industry experience
- Understanding of VISA Risk & Identity products and services
- Incident Management experience

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Source: [Apply at visa.wd5.myworkdayjobs.com](https://visa.wd5.myworkdayjobs.com/en-US/Visa/job/PL---Warsaw-Poland/Analyst--Technical-Service-Experience_REF090042W?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)