Job Description
Company Description
Visa is a world leader in digital payments, facilitating more than 215 billion payments transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable and secure payments network, enabling individuals, businesses and economies to thrive.
When you join Visa, you join a culture of purpose and belonging – where your growth is priority, your identity is embraced, and the work you do matters. We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world – helping unlock financial access to enable the future of money movement.
Join Visa: A Network Working for Everyone.
Job Description
Act as a key point of contact for Client Transactional queries.
Use various monitoring and analytical tools to proactively and reactively detect and resolve issues.
Work with internal support teams and vendors to resolve issues affecting our clients.
Fully and accurately document incident details using the incident and reporting tools.
Accurately report incident information internally to colleagues and management.
Remains calm under pressure during critical situations.
Provide timely escalation during critical situations.
Provide support to clients to agreed standards of efficiency and quality.
Possess strong written and verbal communication skills.
Adhere strictly to documented processes.
This is an on-site position. An on-site position must be consistently performed at an assigned Visa office location and require daily commute to the office location. Work from home capability is a requirement, but to be arranged with Line Manager
Qualifications
Basic Qualifications:
Ability to work effectively as part of a team and individually (self-starter).
Accepts responsibility for own workload management and escalates / seeks advice & guidance where required.
Robust analytical thinking skills.
Ability to make decisions based upon information available, present recommendations and deal with moderate challenges.
Builds, develops and maintains effective relationships with stakeholders including other areas of the company to ensure incidents and queries are resolved to client expectations.
Strong verbal and written communication skills.
Takes ownership through to incident resolution.
Assesses urgency of incident, completes analysis and applies sound logic and problem solving techniques.
Strong multi-tasking skills.
Previous IT Operations/Service Desk experience desirable, but not essential as training will be given.
Passion for client service - experience of working in a client-focused environment desirable, but not essential.
Client focused ethos with the ability to interact across all management levels.
MS Office suite familiarity desirable, but not essential.
PC literate (general user level).
Essential Criteria
Appetite for learning - ability to grasp and understand information and systems quickly using a variety of resources.
Analytical, resourceful and persistent problem solver.
Comfortable with working a 12 hour 24 x 365 shift pattern.
Applies high attention to detail.
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.