Senior Technical Support Analyst - Visa Direct, Cross-Border Payments

Visa; Toronto; On-site; CAD 105,000 - 156,000; Full time

Job summary

A leading payment technology company in Toronto is seeking a Sr. Technical Support Analyst to enhance relationships with key clients. The role requires solid experience in payment systems, service excellence, and the ability to analyze client satisfaction metrics. Responsibilities include serving as a Subject Matter Expert, managing service improvements, and conducting regular reviews. The role offers a compensation range of 105,710 CAD to 155,710 CAD annually, along with a comprehensive benefits package, in a hybrid work environment.

Benefits

Medical benefits

Dental benefits

Employee Stock Purchase Program

Paid Vacation

Wellness Programs

Qualifications

• 5+ years of work experience or equivalent education.
• Solid payments experience in service management role.
• Detail-oriented with strong analytical skills.

Responsibilities

• Serve as Subject Matter Expert for assigned clients.
• Streamline processes to enhance service efficiency.
• Conduct regular service reviews and manage improvements.

Skills

Payments experience

Client relationship management

Analytical skills

Relationship building

Communication skills

Education

Bachelor's Degree

Advanced Degree (Masters, MBA, JD, MD)

Job description

Company Description

Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.

At Visa, you\'ll have the opportunity to create impact at scale — tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world. Join Visa and do work that matters — to you, to your community, and to the world.

Progress starts with you.

Job Description

What is it all about?

The Service Management team is a crucial component of the Visa Direct Network and Operations\' support model tasked with maintaining and developing robust and lasting relationships with our Key Accounts. As their client’s advocate, Service Managers understand their client’s business and processes in detail and use the tools at their disposal to remove obstacles, deliver improvements and enhance the experience of being a VDNO customer, ensuring their service needs are met and agreed service levels achieved.

You will be assigned a number of Platinum clients to manage directly as their Service Manager. You will take a holistic look at service across all Visa Direct functions/platforms, measure and review service performance and, through direct or collaborative action, deliver improvements. You will work with your account management counterpart to maintain and grow the service and commercial relationship.

What we expect of you day-to-day:

• You will be the Subject Matter Expert (SME) on how your assigned clients use Visa Direct.
• You will promote a culture of service excellence and “best in class” through leading by example.
• You will streamline processes to improve efficiency, automation and scalability.
• You will keep abreast of forthcoming system changes, releases, route changes, client launches, documentation changes and support your client through transitions.
• You will be your client’s advocate within Visa Direct and sponsor / champion product and service change.
• You will be available to your clients as an escalation point (during business hours) should BAU processes fail to deliver the expected results.
• You will host regular service reviews with your clients & monitor service performance and any applicable SLAs.
• You will manage a continuous Service Improvement Register for each of your accounts.
• You will perform deep dive analysis and identify opportunities to optimize your client’s use of the service and promote service best practice both internally and to your clients.
• On a rota basis, assume the role of Major Incident Manager in line with the Incident Management policy (training will be provided).
• You will produce and maintain a suite of service documentation and reports.
• You will build a strong and collaborative relationship with your Account Management counterpart.

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

Qualifications

Basic Qualifications: 5 or more years of relevant work experience with a Bachelors Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of work experience with a PhD.

Preferred Qualifications:

• 6 or more years of work experience with a Bachelors Degree or 4 or more years of relevant experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or up to 3 years of relevant experience with a PhD
• What we\'re after...
• Solid payments experience within a bank, fintech or payment processing institution in a client relationship management/service management role - is a MUST
• A detailed knowledge of cross-border and/or local ACH payment principles is a MUST
• A detailed knowledge of collections and FX capabilities
• Must be detail oriented with a proven ability to critically analyze service performance and client satisfaction data and implement practical and sustainable solutions
• Must be a natural relationship builder and effective communicator
• An ability to work cross-functionally to deliver improvements and resolve issues efficiently and effectively
• Exposure to SWIFT messaging standards is an advantage
• Comfortable managing and influencing internal/external stakeholders at all levels
• Adaptable and calm in the face of complexity and frequent service/operational change
• A strategic thinker who is self-motivated, resilient and a strong collaborator with good interpersonal communication and negotiation skills

Visa is looking to fill vacant position Sr. Technical Support Analyst. The anticipated compensation range for this position is 105,710 CAD to 155,710 CAD per year, which includes sales incentive payments/annual bonus. Visa has a comprehensive benefits package for which this position is eligible that includes Medical, Dental, Vision, Employee Stock Purchase Program, Life Insurance, Paid Vacation and Wellness Programs. Visa may use artificial intelligence when assessing and selecting candidates.

Additional Information

Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.

Visa welcomes and encourages applications from persons with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.