In this role, you are expected to:
Field escalated tickets from VCAS and CCA (Authentication Solutions) support teams globally.
Support, debug and troubleshoot existing applications and database issues.
Claim and manage highly technical (API related, Developer centric) escalations from clients and CS teams. Utilize CS documentation, usage of test accounts, and knowledge of the RAIS products to resolve multiple and concurrent issues in a timely manner.
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 and 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:
Cardinal Consumer Authentication (CCA)
Visa Consumer Authentication Solutions(VCAS)
Processing customer feedback and bug reports
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.
