Trilingual Sr. Client Care Support - VisaAccess

Visa; Bogotá ciudad; Hybrid; COP 33,480,000 - 60,264,000; Full time

Job summary

Visa is a world leader in payments technology, seeking an individual contributor to analyze technical complaints and provide first-level support to internal and external staff worldwide. The role includes managing access controls and coordinating resources to meet client objectives.

The position is hybrid, with three days in the office as required. English, Spanish and Portuguese are required, and strong PC skills with Microsoft Office & Excel are essential.

Qualifications

• Must have a High School diploma or equivalent.
• Solid PC skills in Windows environment; familiarity with Microsoft Office and Excel recommended.
• Able to manage multiple service requests with strict time limits.
• Translate technical issues into business concepts.
• Ability to make quick decisions based on client needs.
• Set priorities and manage customer expectations.
• Excellent verbal and written communication skills.
• Be accurate, well organized, and detail-oriented.
• Work well in a high-performing team.

Responsibilities

• Processes urgent requests for password resets and account enablement to minimize downtime for internal and external staff worldwide.
• Provides level-one triage for Visa Portals and applications, diagnosing issues and ensuring complaint validity while coordinating with other teams.
• Assists in coordinating internal resources to meet Visa and Client objectives and uphold client experience standards.
• Maintains access controls for a wide range of applications, enrolling, updating, entitling and deleting profiles.
• Provides information and education to clients about Visa Portals, products and services and best practices.
• Shift priorities as needed and proactively help others to exceed customer expectations.
• Manages phone hotlines, assigned emails, and web requests while using a CRM to track daily activities.
• Identifies opportunities to improve procedures and enhance client experience.

Skills

Windows PC skills

Microsoft Office & Excel

English language

Spanish language

Portuguese language

Communication skills

multitasking ability

Education

High School diploma or equivalent

Course work in computer science/IT (preferred)

Tools

Ticketing systems

Job description

About Us

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

This role isan individual contributor with a focus on analyzingtechnical complaints and providingfirst levelsupport toboth Internal and External staffworldwide.

The teamalsoprovides access controls designed to enroll, update,deleteand auditboth Internal and Externalprofiles.

This position is at aprofessional level andusesaset of standard procedures toexecutetasks while applying analytical skills based on the type of request. This position receives a low level of guidance and supervision.

Responsibilities:

• Processes urgent requests for passwordresetsand account enablement'sto minimizedowntimeforboth Internal and External staff worldwide.

• Provides levelonetriage forVisaPortals andapplications, which includes diagnosingissues, detecting patterns of impact, and ensuring thevalidity of complaints while working with other support teams on the resolution of Client inquiries/requests.

• Assists in coordinating internal resources to accomplish Visa and Client objectives and ensure Client experience standards are met.

• Maintains access controls responsibility fora wide variety ofapplications, which involves enrolling, updating,entitlinganddeletingboth internal and external staff profiles.

• Provide information,directionand education to Clientsregardingthe variousVisaPortals,productsand services, ensuring understanding ofbest practicesregardingusage and functionality.

• Able to shift priorities as needed anddemonstrateproactive willingness to help others, to ensure customer expectations are exceeded and advocate on behalf of the Clients.

• Managesphone hotlines,assigned emails, andweb requeststo protectservice level targets, whileleveraginga CRM tool to track dailyactivities

• Identifiesinternal procedures, opportunities and value-added solutions that enhance Client experience andwork in collaboration with managementto implement.

• Createscompany-widerelationships, to support the initiative of providing prompt and efficientservice for our clients andleveragesthese relationships to develop understanding of the tools housed intheVisaPortalsand increase the efficiency in support to clients.

• Makes decisions guided by policies and procedures.

• Works independently and receives minimal guidance, once training is completed

• Responsible for adhering to Visa's Key Controls, including the protection of non-public data.

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

Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.

Qualifications

BasicQualifications:

Must have a High School diploma or equivalent

Needssolid PC skills in a Windows environment.Familiarity with Microsoft Office and Excel is strongly recommended

Must be able to manage multiple service requests with strict time limits

Needsabilitytocomprehendand translate technical issues into business concepts.

Needs ability tomakequickdecisions based onclient needs

Must be able to set priorities and manage customer expectations.

Excellent verbal and written communication skillsrequired.

Must beaccurate,well organized,and detail-oriented

Needs ability to work as part of ahigh-performingteam

Willbe responsible foradditionalduties as needed

English, SpanishandPortugueserequired.

Preferred Qualifications:

2 or more years of work experience

Advanced knowledge of ticketing systems related to technical support preferred

Course work in computer science or information technology preferred

Understanding ofVisaproducts and services,risk management tools, and marketing information preferred.

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.