Job Description
Role Overview
A high-level technical solutions role (Level 3 case resolution) responsible for handling complex technical issues, supporting international clients, and contributing to continuous improvement of services.
Responsibilities
- Perform in depth analysis of cases received in the support queues, using available documentation and resources, and collaborating closely with Product Development, Product Management, Operations, and Account Management teams when required
- Deliver training sessions to clients, including training requests initiated through support cases, while ensuring alignment with client needs and product capabilities
- Meet team and departmental performance goals, including case response time targets and Net Promoter Score results based on client feedback
- Collaborate effectively within the team and across other internal Visa teams to ensure high quality service delivery
- Participate in training activi...