Senior Technical Support Analyst

Senior Technical Support Analyst

05 Mar 2023
Colorado, Highlandsranch 00000 Highlandsranch USA

Senior Technical Support Analyst

Essential Functions Work in the Visa Command Center monitoring and supporting payment services for key strategic CyberSource customers.

Provide an outstanding and high touch customer experience by

o Gaining a solid understanding of the Payment Ecosystem and how CyberSource services and solutions provides value.

o Become knowledgeable of the major business processes of the strategic customers and how the customers uses the payment services that CyberSource is providing.

Use verbal and written communication skills to provide clear and concise communications including the participation in meetings, conference calls and technical troubleshooting bridges with internal technical staff, Customer support and external customers.

Bridge the gap between technical staff and customers during an incident and implementation of changes.

Provide support for applications in Linux environments and assist in troubleshooting network, database and system issues that may not be well documented.

Use basic scripting skills to generate reports based on contractual requirements, work requests and incidents.

Manipulate basic SQL queries and shell scripts to provide business and impact analysis. Work with the team to improve existing queries and scripts.

Demonstrate an ability to investigate and identify root cause of incidents and problems based on customer information, business operations results, application behavior and log data.

Demonstrate the ability to quickly gauge the scope and criticality of impacts or potential impacts from incidents and changes and take the appropriate actions.

Works closely with other technical support teams and Customer Support to ensure incidents and work request are closed out and results and impacts are clearly communicated per the documented processes.

Review and identify areas for improvement within documented procedures and work with appropriate groups to implement changes.

Demonstrate a strong work ethic, with the ability to work in fast paced, team oriented environment.

Use sound judgment and good time management skills, acts with a sense of urgency, proactive in the support of customer’s services, drive incidents to resolution and complete assigned task on time in order to meet customer contractual requirements and expectations.  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.“Visa does not support immigration for this role.” 

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