Client Services - Prod. Support Engineer Lead

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in 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 while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

The Product Support Engineering (PSE) team is a Tier 3 Customer Support team tasked with supporting merchants using all CyberSource products and services. This role will have a focused emphasis on Integrated Commerce and Card Present payment solutions and is based in [location]. Candidates are expected to handle escalated case tickets, work with other teams inside and outside the Support organization, provide product training, and interface with customers on an as-needed basis.

RESPONSIBILITIES

• Troubleshooting escalated technical problems
• Escalating issues to Product Development, Product Management, and / or Operations teams while managing their resolution
• Building internal support related tools and documentation
• Participating in requirements, design, and roll out of new products and services
• Interfacing with customers that have both direct and partner relationships to the business Representing Customer Support to other departments within the company including Sales, Operations, Product Management, and Product Development
• Creating, editing, and distributing customer notifications
• Taking part in the after-hours/weekend on-call rotation
• Collaborating with Client Care on client satisfaction and training improvement initiatives
• Product Subject Matter Expert (SME) to the business
• Lead Product Support training, drafting and presenting modules or documentation
• Routinely analyze processes and documentation for improvements and accuracy, communicating changes to the team
• Act as a Lead to the Product Support team, ensuring any issues needing attention are reviewed and resolved or escalated to management

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

Basic Qualifications:

• 5 or more years of relevant work experience with a Bachelor's Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of work experience with a PhD

Preferred Qualifications:

• 6 or more years of work experience with a Bachelor's Degree or 4 or more years of relevant experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or up to 3 years of relevant experience with a PhD
• Experience working with such technologies as Windows, Linux, Java, C/C++, SQL, Visual Basic and/or XML
• Prior Technical or Customer Support experience is preferred
• Prior experience with point-of-sale, online payment, and / or risk management payment systems is preferred
• Strong written and verbal communication skills
• Strong problem solving skills
• Experience working directly with customers via phone / email / eTicketing systems

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.