Job Description
As a member of Visa Operations Command Center, the VisaNet Transaction Quality Associate’s primary responsibility is managing and responding to transaction and managed network events that may result in impaired connectivity to our clients.
Day-to-day responsibilities include:
- 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.
- Remain 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 a hybrid position; days in office will be confirmed by your hiring manager.
Qualifications
Preferred qualifications:
- 2+ years of relevant work experience
- Fluent in Spanish
- Ability to work effectively as part of a team and individually (self-starter)
- Accepts responsibility for own workload management and escalates – seeks advice and 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)
- Comfortable with working a 12 hour x365 shift pattern
Equal Employment Opportunity
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.
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