Customer Support Specialist

1 day ago


Ashburn, Virginia, United States Visamiddleeast Full time
Job Title: Customer Support Analyst

At Visa, we're looking for a highly skilled Customer Support Analyst to join our Global Customer Operations team. As a key member of our team, you will be responsible for providing exceptional customer support and resolving technical issues related to the Fraedom product.

Key Responsibilities:
  • Manage the full life cycle of incidents, including troubleshooting and analysis, to ensure timely resolution and meet customer expectations.
  • Liaise with relevant business teams to ensure seamless communication and collaboration.
  • Ensure accurate and relevant information is provided to customers, maintaining confidentiality and adhering to service standards.
  • Develop and maintain product knowledge through training and self-directed learning to improve resolution times and customer satisfaction.
  • Contribute to the continuous improvement process by identifying areas for process improvement and implementing changes.
Requirements:
  • 2+ years of work experience in a customer-facing role, preferably in a SaaS environment.
  • Proven performance in account management and/or project management, with a strong understanding of technical support metrics and KPIs.
  • Excellent verbal and written communication skills, with high levels of attention to detail and a proactive approach to problem-solving.
  • ITIL qualifications and experience, with a strong understanding of incident management and customer support principles.
What We Offer:
  • A dynamic and collaborative work environment with opportunities for professional growth and development.
  • A competitive salary and benefits package, including a comprehensive training program and opportunities for career advancement.
  • The chance to work with a global team of experts in the financial technology industry, driving innovation and excellence in customer support.

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