Shire Jobs

Company Description Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in 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 while driven by a common purpose - to uplift everyone, everywhere by being the best way to pay and be paid. Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa. Job Description The Technical Support Analyst is a dedicated role responsible for ensuring an excellent customer experience through ongoing technical support of our 3D Secure products & services. A successful Analyst will support customers by interpreting information gathered from various sources to identify trends and other commonalities to resolve client inquiries. Essential Functions Manage incoming and outgoing inquiries through all service channels (web, phone, email), communicates with Customers in a timely manner to ensure work is completed to their satisfaction start to finish Effectively balance high volume productivity demands against ability to provide analytical troubleshooting and problem resolution Collecting, interpreting, identifying patterns, and trends in sets of data to resolve inquiries Addresses and resolves incidents and requests, enter quality information into tickets and appropriately log communication through investigation and resolution of inquiries Ensure tickets are responded to and in accordance with Customer defined Service Level Agreements (SLAs) - Response, Update, and Resolution SLAs Explain application features, document customer requirements, and communicate difficult technical points to an audience of both technical and non-technical contacts Contributes to self-help knowledge bases and documents typical requests and incidents, resolutions, and procedures Assist in planning work tasks to ensure timely delivery of projects & support initiatives with customers and partners Achieve and grow functional knowledge of internal software products Uses creativity and innovation to automate and streamline processes and procedures Engage with Operations & Product Management as the customer advocate on platform & product roadmap discussions Work with other third-party vendors on troubleshooting & resolving issues Enable and Inspire other teammates to meet Customer needs Execute and work through Incident Management for priority client inquiries in region. Additional Responsibilities Experience in internal/external customer communication Demonstrated software development and technical knowledge All other duties as assigned Competencies Demonstrates sense of urgency and timeliness Accountability Resourcefulness Organizational skills Communication Skills Troubleshooting and inclination of problem-solving Quality Focused Motivated and self-starter Demonstrates attention to detail Identifies and resolves problems in a timely manner Pursues training and development opportunities Maintains confidentiality Puts success of team above own interests Inspires respect and trust Supports organization's goals and values 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 or more years of work experience with a Bachelor's Degree or an Advanced Degree (e.g. Masters, MBA, JD, MD, or PhD) Preferred Qualifications