Technical / Helpdesk Support Analyst
ABOUT US: ISTS Worldwide Inc., a Clear2Pay company is a global technology service provider focusing on the Retail & Payment industry. We provide value added custom application development, integration and offshore delivery using complementary enablers of our People, Processes, Technology and Global Delivery capability thereby **Optimizing Retail & Payment technology**. *Ranked 25th - Inc. 500 Fastest Growing Companies in the USA by Inc. Magazine *Ranked 3rd - Fast 50 Companies East Bay Business Times For further details, please visit us at: www.ists-inc.com We have an URGENT requirement of a Technical Support Analyst. Please send your resumes to firstname.lastname@example.org or feel free to contact Tejal @ 510-943-4555. Position - Technical Support Analyst Location - Ashburn, VA Contact - email@example.com Duration - 9+ month with extension possibility POSITION SUMMARY The Specialty Services team provides client support for Visa Online, Directories, a suite of Fraud & Risk Support applications, and new Visa products. JOB SCOPE This role is an individual contributor with a primary focus on execution. This position is at a developing professional level and solves a range of straightforward problems/analyzes possible solutions using standard procedures. This position receives a moderate level of guidance and supervision. RESPONSIBILITIES * Responsible for supporting more challenging aspects of multiple applications, including Visa Online, Directories, Fraud & Risk Support, and other new products. * Manage routine/non-routine processing and change requests, as well as support customer initiatives. * Work directly with clients on issue resolution * ensuring service levels are attained and client expectations are exceeded. Take initiative to escalate any issues challenging client satisfaction or service targets. * Identify, troubleshoot, and resolve processing, application usage, or business issues. Own issues through resolution working with business and development groups. * Support user acceptance testing for new products and services. * Manage all global hotlines and mailboxes to ensure that support service levels are met or exceeded * Educate clients on all supported product and software applications, usage, and functionality; ensuring client understands best practices. * Represent client perspective, system and operational requirements to internal Visa organizations. * Responsible for own work flow assignments and must be able to take the initiative to resolve problems and meet deadlines. * Identify opportunities for process improvements and needed procedural modifications, working in collaboration with the Technical Analyst and management. * Assist in compiling data for internal reports as needed. QUALIFICATIONS * Bachelors/Degree or equivalent experience. Typically requires a minimum of 2 years related experience in a customer support role in software, financial or information services. * Detailed understanding of the payment card industry. * Detailed understanding of the products and services, news, systems and operations, risk management tools, and marketing information available through Visa Online. * Functional knowledge of the Visa Interchange, Plus, and Interlink directories. * Detailed understanding of Issuers* Clearinghouse Service (ICS), Bankruptcy Notification Service (BNS), Advanced Authorization, Compromised Event Reference Identification (CER ID), Compromised Account Management System (CAMS), and Visa Risk USA. * Experience using standard MS Office tools (e.g. MS Project, Excel, PowerPoint, Word, Visio, etc.). * Strong time management, organization, and planning skills are essential. * Basic ability to comprehend and translate technical issues. * Able to set priorities and manage customer expectations. * Customer focus with proven ability to establish productive working relationships with staff and management at all levels. * Self starter with a demonstrated ability to achieve results as part of an effective team, and ability to effectively prioritize and multi-task under deadlines. * Solid verbal, written and interpersonal skills are required.
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