This role is an individual contributor with a focus on analyzing technical complaints and providing first level support to both Internal and External staff worldwide.
The team also provides access controls designed to enroll, update, delete and audit both Internal and External profiles for various Visa portals.
This position is at a professional level and uses a set of standard procedures to execute tasks while applying analytical skills based on the type of request. This position receives a low level of guidance and supervision.
Responsibilities
Processes urgent requests for password resets and account enablement’s to minimize downtime for both Internal and External staff worldwide.
Provides level one triage for Visa portals and applications, which includes diagnosing issues, detecting patterns of impact, and ensuring the validity of complaints while working with other support teams on the resolution of Client inquiries/requests.
Assists in coordinating internal resources to accomplish Visa and Client objectives and ensure Client experience standards are met.
Maintains access controls responsibility for a wide variety of applications, which involves enrolling, updating, entitling and deleting both internal and external staff profiles.
Provide information, direction, and education to Clients regarding the various Visa Portals, products, and services, ensuring understanding of best practices regarding usage and functionality.
Able to shift priorities as needed and demonstrate proactive willingness to help others, to ensure customer expectations are exceeded and advocate on behalf of the Clients.
Manages phone hotlines, assigned emails, and web requests to protect service level targets, while leveraging a CRM tool to track daily activities
Identifies internal procedures, opportunities and value-added solutions that enhance Client experience and work in collaboration with management to implement.
Creates company-wide relationships, to support the initiative of providing prompt and efficient service for our clients and leverages these relationships to develop understanding of the tools housed in the Visa Portals and increase the efficiency in support to clients.
Makes decisions guided by policies and procedures.
Works independently and receives minimal guidance, once training is completed
Responsible for adhering to Visa’s Key Controls, including the protection of non-public data.
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.
