Technical Support Specialist – 2nd Line

Technical Support Specialist â€" 2nd Line

Technical Support Specialist 2nd Line

Location: Paddington, West London (W2) , W2 View map Salary: Unspecified Date posted: 14/04/2012 18:03 Job type:Permanent Company: Visa Contact: Constance Lorthiois Ref: Totaljobs/612586 Job ID: 53339364

Job Purpose

An opportunity has become available within the 2nd Line Support team in Customer Services for a Technical Support Specialist.The purpose of the role is to provide effective problem analysis and resolution to Visa Europes Customers in the two core services Visa Europe Authorization Service (VEAS) and Visa Europe Clearing and Settlement Service (VECSS) and across the full range of Visa products and services.

Main Responsibilities

Ut ilising good analysis and problem solving skills to resolve technical requests, by applying own understanding and in-depth knowledge of all Visa Europe services.Able to deal with Severity 1 problems by taking full ownership and engage with management for escalation purposes.Following a major production problem, be able to validate production data with a great degree of accuracy.Act as main escalation path and/or resolution point for all the Visa Europe customers/Visa technical emergencies on a 24 x 7 basis.Support high profile migrations during of out of office hours.Support any forthcoming systems migration if and when required.Provide testing support for new systems if and when requiredProvide technical training (both internal and external audiences), including on-the-job technical induction support and coaching.Develop and maintain processes and procedures to ensure efficient, high standards of service are provided to Visa Europe customers.In an emergency (out of hours) s ituation, accurately enter customer requested changes, and check all parameter (Core and Config) changes, to ensure that they have been entered with 100 accuracy and in a timely manner, thus ensuring that Visa Europe customers, their cardholders and/or Visa International do not suffer any unexpected financial impacts.Develop Subject Matter Expertise in at least one of the primary VisaNet systems, and act as the Technical Specialist in this area, keeping knowledge current.Develop relationships with customers through the participation in Operational Review meetings and the acquisition of detailed, expert country specific knowledge.

Essential skills/knowledge

Ideally a minimum of 2 years experience of Authorization Service and Clearing and Settlement ServiceIdeally a minimum of 2 years experience of providing technical support in the financial sectorIdeally educated to degree level, or equivalent as a minimum.Computing or business related subje cts would be an advantageDemonstrate strong problem solving skills Demonstrate good customer service abilities, whilst representing the Visa valuesPossess an inquisitive and analytical mindUnderstand the financial and business implications of a systems issuesGood written and verbal communicationsAble to present training Able to prioritise own workloadAble to work to a high degree of accuracyAble to support member issues as part of the on-call rotaAccountable for own performance, accuracy, standards and achievementsAble to learn quickly

Desirable skills/knowledge

European languages in addition to English, spoken and written to a level of business fluency would be an advantage

Visa Europe is owned and operated by more than 4,000 European member banks and was incorporated in July 2004. In October 2007, Visa Europe became independent of the new global Visa Inc., with an exclusive, irrevocable and perpetual licence in Europe. As a dedicated European payment system it is able to respond quickly to the specific market needs of European banks and their customers - cardholders and retailers - and to meet the European Commissions objective to create a true internal market for payments.

Visa enjoys unsurpassed acceptance around the world. In addition, Visa/PLUS is one of the worlds largest global ATM networks, offering cash access in local currency in over 200 countries.