Tech Analyst – Automation & Optimization

VISA; Bengaluru; On-site; INR 500,000 - 800,000; Full time

Job summary

Visa is seeking a Customer Success Associate to support Client Services tools users across CRM platforms such as Microsoft Dynamics and Genesys. The role involves working with global teams, regional focus on CEMEA and AP, and guiding user adoption through training and reporting.

The position is full-time in Bengaluru, with responsibilities including issue logging, KPI reporting, and stakeholder communications. A strong analytical mindset and collaboration with development teams are required.

Qualifications

• Experience in supporting Client Services tools users.
• Ability to log and resolve issues in ticketing systems and CRM tools.
• Ability to analyze user behavior and generate reports for leadership.

Responsibilities

• Collaborate with global offices, focusing on CEMEA and AP regions.
• Provide technical assistance for CRM tools and ticketing systems.
• Log and resolve user issues in MS Dynamics CRM and Genesys.
• Assist in training users on MS Dynamics CRM features.
• Analyze user behavior to identify CRM improvements.
• Generate KPIs and reports for leadership and users.
• Communicate progress and manage stakeholder expectations.
• Understand Tools Roadmap and answer user questions.
• Document FAQs, notes, escalations and more.

Education

Any Graduate (UG)

B.A

Any Postgraduate (PG)

Tools

Microsoft Dynamics

Genesys

Job description

Role: Customer Success Associate
Industry Type: IT Services & Consulting
Department: Customer Success, Service & Operations
Employment Type: Full Time, Permanent
Role Category: Customer Success
Education
UG: Any Graduate, B.A
PG: Any Postgraduate

Job Description and Responsibilities

The Automation & Optimization Technical Solution Analyst will be responsible for supporting the Client Services Tools users, across a variety of tools such as Microsoft Dynamics and Genesys. The Client Services organizations are supporting Financial Institutions, FinTechs, Merchants and Consumers and require technical assistance within their tool use in support of these client types.

The candidate for this role will be responsible for:

• Work with the various business partners across Visa s global offices, with a focus on Central Europe, Middle East and Africa (CEMEA) and Asia Pacific (AP).
• The technical analyst will work in a matrixed organization, taking daily direction from a local manager and from a North American leader, directing their support.
• Collaborating with Development Teams in working closely with engineering to resolve issues and assist enhancing the CRM system through ticket management.
• Analyst will work with ticketing system and CRM systems (MSFT Dynamics) to log and resolve user issues.
• Assist in the training of the user base in the use of new and existing features of the MSFT Dynamics CRM system.
• Analyzing User Behavior, using data to understand how users are interacting with the CRM system and identifying areas for improvement.
• Assist in the generation of key performance indicators (KPIs) and other reporting needed by the leadership team and the user base.
• Managing Stakeholder Expectations: Regularly communicating with local user base about the progress of CRM development and implementation. Understanding the existing Tools Roadmap and able to answer questions from users.
• Showcase effective communication in reporting, notes, documentation, FAQs, escalations, and more.