Technical Service Experience Analyst

Visa · Warsaw, Poland · zł129,150 - zł212,175 · hybrid Visa, a global leader in payments technology, is seeking a Technical Service Experience Analyst to join their team in Warsaw, Poland. The Technical Service Experience Analyst is a global third-line support function which provides enhanced level of technical assistance for issues and the collection, validation and interpretation of data and statistics. Responsibilities: Help execute new service strategies set forth by leadership Field escalated tickets from Risk & Identity Support teams globally Hire, train, and grow team members on the Risk and Identity Solution product offerings Identify and implement strategies to improve quality of service, productivity, and Customer communication Support, debug and troubleshoot existing applications and/or database issues Claim and manage highly technical (API related, Developer centric) escalations from clients and CS teams Participate in customer troubleshooting escalations and work sessions Troubleshoot product related bugs by reproduction, user testing, log and code analysis Produce and maintain reports (mainly SQL/MS Excel) to support data and KPI requirements Collecting, interpreting, identifying patterns, and trends in sets of data to resolve inquiries Analyze large quantities of data to find trends or patterns of potential issues Design and develop tools for automation and process improvement in various software languages Provide notifications and offer technical troubleshooting to clients impacted by system wide issues Develop software user interfaces using internal tools and frameworks Support, maintain and document software troubleshooting for VRM and VAA Execute and work through Incident Management for priority client inquiries in region Responsible to be a subject matter expert in the following areas including but not limited to: Visa Protect Account to Account, VRM Rules – expected outcomes, configurations, Rule and VRM UI Troubleshooting, Visa Consumer Authentication Service (VCAS), Cardinal Consumer Authentication (CCA) Participate in new product pilots to help ensure smooth transition to CS teams Manage Risk and Identity L3 knowledge base, for internal and external customer support documentation and troubleshooting guides Processing customer feedback and bug reports Ensure tickets are responded to and in accordance with Customer defined Service Level Agreements (SLAs) – Response, Update, and Resolution SLAs Requirements: University degree or equivalent experience Experience in customer support role in software, financial, ecommerce, or information services industry Experience diagnosing, reporting, tracking, and resolving software issues Experience with File Transfer SFTP Experience working in a variety of programming languages Experience working in a variety of environments – Windows, Linux Experience working with data using TSQL Basic network troubleshooting experience Programming experience - C#, Java, HTML, XML, JavaScript, SQL, jQuery, CSS, AJAX, HTML, XSL, Perl, PHP Must be able to skillfully prioritize and manage concurrent projects and issues Demonstrates sense of urgency and timelines Excellent written and verbal communication skills Takes the initiative to research and learn on their own Experience in working with cross-functional/cross-departmental and virtual teams The estimated salary range for a new hire into this position is zł129,150 - zł212,175 which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, Pension, Life Insurance, Annual Leave, and Wellness Program. Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.