Job Order #6452 Detail

Location	Ashburn VA	Type	Contract
Position Title	Technical Support Analyst	Duration	9 mo
Job Description The Technical Support Analyst manages 2nd level technical support and operational customer service needs for Visa Client banks and their corporate customers utilizing one or more of the Visa supplied software products that provide Commercial Card reporting and portfolio management. * Provide essential, high value customer service technical support on day-to-day items to Visa Clients and their corporate customers to ensure customer expectations are exceeded. * Identify, troubleshoot, and resolve application usage issues * Assure prompt and permanent resolution of client inquiries relating to general functionality support for web-based software applications * Own and manage issues through resolution, working with business or development groups * Ensure support service levels are met or exceeded * Understand the customer's needs, business requirements, and priorities * Act as liaison for customers between other Visa groups, including the Product Office, Development, and Level 3 Support * Maintain a working knowledge of Visa web based software applications and systems * Periodic US travel will be required * Possible international travel may be required * Document work and maintain metrics in Visa management tools
Required Skills * Effective professional verbal and written skills for audiences ranging from individual contributor through Manager level * Excellent inter-personal skills and a proven ability to build and maintain highly satisfied customer relationships * Strong technical aptitude with the ability to absorb technical information and apply it to business solutions * Have an understanding of account, finance or commercial card processing * Have a good functional knowledge of web technologies, database concepts, basic programming logic, IP Networking concepts * Working knowledge of several web browsers * Good user skills with Microsoft Office products (Outlook, Excel, Word, Access, Power Point)