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Analyst, Technical Solutions

4 meses atrás

São Paulo, Brasil VISA Tempo inteiro

Job Description And Responsibilities

The Technical Solutions Analyst will be responsible for ongoing technical support of Visa Loyalty Platforms for both Merchant and Issuer Customers. A successful analyst will display high levels of Business Acumen, relationship building and consultative-selling skills. They will possess the technical capacity to handle incoming inquiries and provide technical guidance to our customers.

This individual will possess an understanding of Loyalty Product Strategy and Vision and have the ability to technically drive the execution of strategy by working in tandem with our Sales, Customer Success, and Support teams.

Responsibilities:

- Act as Technical subject matter expert on all our different Loyalty Platforms. This includes the scoping, technical consultations, configuring, monitoring, testing, and troubleshooting off our loyalty campaigns.
- For assigned accounts, create, and maintain complete technical profile outlining how Customer has implemented Visa Loyalty solutions (connection methods, flow diagrams, Customer environment, etc.)
- Function as a frontline technical resource for best practice and Customer questions.
- Ensure incoming support inquiries are handled in timely fashion and with highest level of Customer Service
- Engage with internal stakeholders for Customer Support as a Customer advocate to ensure speedy resolution of issues.
- Lead technical implementations and expansion efforts (setting up new Campaigns, Offers, coordinating/monitoring new traffic, etc.)
- Assist assigned Customers with Basic and advanced transaction research, questions regarding Visa Loyalty platforms, resolve technical inquiries such as reviewing clearing data fields.
- Assist teams with Performance & Transaction Monitoring, and Business Review process.
- Engage with Solution Engineering & Product Management as the customer advocate on product roadmap discussions.

Competencies:

- Strong relationship management and consultative selling skills with a demonstrated ability to establish, maintain, and deepen partnerships with customers, and identify and drive technical opportunities within a portfolio
- Knowledge of payment brand transaction flows
- Knowledge in Authorization/Settlement, processing technology and implementation methods
- Ability to read/troubleshoot transaction logs
- Demonstrated Success in in thinking strategically, executing tactically while providing consistent and high levels of customer satisfaction and retention in a fast-paced environment
- Superior customer focus and drive for results
- Proven ability to take initiative and work independently
- Strong technology acumen
- Drive results and successfully handle multiple priorities against tight deadlines

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

Basic Qualifications:

- 2 years of work experience with a Bachelor’s Degree or an Advanced Degree (e.g. Masters, MBA)
- 2+ years of successful technical support and/or relationship management experience
- High degree of proficiency in MS Office (Word, PowerPoint, Excel)
- High technical acumen
- Ability to work in a virtual environment (i.e. solid time management), organization, negotiation and influence skills.
- Proven analytical and decision-making abilities.
- Able to proactively identify business opportunities and persuasively influence both internal and external constituents.
- Superior teamwork, interpersonal and communication skills.
- Developed information seeking skills and ability to communicate for results.
- Excellent communication skills in English and Spanish (Oral and Written)

Preferred Qualifications:

- 3 or more years of work experience with a Bachelor’s Degree or more than 2 years of work experience with an Advanced Degree (e.g. Masters, MBA, JD, MD)
- Familiarity of technical concepts, APIs, programming languages, or markup languages
- Payments industry knowledge

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.