product support AnalystVisa

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
Job Description
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 Philippines. 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
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.
Qualifications
Basic Qualifications:
2 years of work experience with a Bachelors Degree, an Advanced Degree (e.g. Masters, MBA, JD, MD, or PhD) or equivalent technical support experience
Strong written and verbal communication skills
Strong problem solving skills
Experience working directly with customers via phone / email / eTicketing systems
Preferred Qualifications:
3 or more years of work experience with a Bachelors Degree
Bachelor's degree in Computer Science, MIS, CE or equivalent experience
2 years minimum experience in-depth technical experience such as Tier 3 technical support, software development, or back-end web development
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
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.
Visa

Pasay City, Metro Manila
Permanent
Full-time