Job Description
The Analyst, Technical Account Management role will report directly to the Sr. Manager, Enterprise Support LAC and should be considered a go-to resource for Enterprise CS within region.
This role has no team lead responsibilities. This is a technical management position, not sales management.
The Analyst, Technical Account Management will be an integral part of our growing Latin America Support Team. This person will lead the design, implementation and configuration of CyberSource solutions to merchants and acquirers in LAC (Latin America and the Caribbean).
The focus will be within Panama clients.
This position will have responsibility to cover enterprise clients and will include interacting directly with new & existing customers, business& technology partners and multi-functional Visa & CyberSource internal stakeholders.
Main Responsibilities
Contact each assigned account a minimum of once per month to ensure their support needs are being met and no open issues remain
Perform a high-level transaction review for top 10 volume accounts a minimum of twice per month
Notify accounts in advance of a code release adding functionality and / or changes to the services they utilize
Perform account training and / or retraining functions as needed. This training is to ensure that assigned accounts are familiar with and comfortable with new and updated services
Monitor support traffic to watch for areas requiring intervention and / or follow up
Maintain a team approach with Sales on assigned accounts. Notify of any potential issues or opportunities
Maintain a high availability to all accounts
Maintain ownership and account update on escalated tickets until the issue is resolved
This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office two days a week, Tuesdays and Wednesdays with a general guidepost of being in the office 50% of the time based on business needs.
Basic Qualifications
2 years of work experience with a Bachelors Degree or an Advanced Degree (e.g. Masters, MBA, JD, MD, or PhD)
Intermediate-level knowledge of multiple programming / scripting languages. (Java, C / Cplus plus, Perl, PHP, etc.)
Strong troubleshooting / debugging skills
Customer Service Experience with specific and well-formed knowledge of customer support tools and processes
Experience of working in the payments industry and / or eCommerce
Knowledge of payment and / or risk management systems
Experience of being an escalation point for internal team queries
Experience of effective cross-functional collaboration between technical, service delivery, support & commercial facing teams
Experience of regularly giving presentations to customers
Experience of working alongside a sales team, supporting them to help win new business
Well organized and detail-oriented with a strong background in exceeding customer expectations
Exceptional verbal and written communication skills
Fluent in both written and verbal Spanish and English, Portuguese is a plus!
Ability to multi-task, continually re-prioritize cases and work under pressure
Ability to work well as part of a team and collaborate with others at all organizational levels
Experience of working as part of a global support team
Preferred Qualifications
3 or more years of work experience with a Bachelors Degree or more than 2 years of work experience with an Advanced Degree (e.
g. Masters, MBA, JD, MD)
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.
