Customer Solution Analyst

  • Remote
  • Global Customer Services
  • Welcome
  • Come join us
  • Benefits

Welcome

What we do.

Cardinal, a Visa solution, is a global leader in authenticating digital transactions. We work every day to make the digital shopping experience safe, rewarding, and engaging. We're a global leader not only because of what we do, but because of who we are. Our team represents the best of the best. We work in a way that suits our people, their lifestyles, work styles, and individuality. We work hard as a team to collectively meet - and exceed - goals and consider each other family. We are one of the leading fintech companies in Northeast OH with teams locally and around the world working remotely. We are proud of what we do and how we do it.

Come join us

Benefits

When you work with us, you get the best of two worlds. Cardinal is a small company, with a welcoming, family-like atmosphere. But as a Visa solution, we offer the world-class resources and benefits of a global company. As companies with a worldwide customer base, both Cardinal and Visa realize the benefits of having a diverse employee base, both for our products and customer service. We believe in promoting a diverse and inclusive workplace. Our employees come with different backgrounds and experiences, resulting in many different approaches that are part of our success. We are committed to empowering each and every one of our over 250 (and growing) employees. We show respect to others and believe in fair and equal treatment. We are dedicated to continuous improvement in all that we do. We use Lean and Agile principles and rituals as the framework for achieving that improvement. To achieve these goals, we need accomplished and ambitious people - people that recognize the value that comes with the varying perspectives, and the cultural awareness that comes with our diversity. What we are looking for could be someone just like you.

Job Details

The Customer Solution Analyst - LAC is a dedicated role responsible for ensuring an excellent customer experience through ongoing technical support of our 3D Secure products & services for customers in the Latin America and Caribbean region. A successful Analyst will support customers by interpreting information gathered from various sources to identify trends and other commonalities to resolve client inquiries.

What you'll do:
• Manage incoming and outgoing inquiries through all service channels (web, phone, email), communicates with Customers in a timely manner to ensure work is completed to their satisfaction start to finish
• Effectively balance high volume productivity demands against ability to provide analytical troubleshooting and problem resolution
• Collecting, interpreting, identifying patterns, and trends in sets of data to resolve inquiries
• Ensure tickets are responded to and in accordance with Customer defined Service Level Agreements (SLAs) – Response, Update, and Resolution SLAs
• Explain application features, document customer requirements, and communicate difficult technical points to an audience of both technical and non-technical contacts
• Contributes to self-help knowledge bases and documents typical requests and incidents, resolutions, and procedures
• Assist in planning work tasks to ensure timely delivery of projects & support initiatives with customers and partners
• Achieve and grow functional knowledge of internal software products
• Uses creativity and innovation to automate and streamline processes and procedures
• Engage with Operations & Product Management as the customer advocate on platform & product roadmap discussions
• Work with other third-party vendors on troubleshooting & resolving issues
• Enable and inspire other teammates to meet Customer needs
• Execute and work through Incident Management for priority client inquiries in region.

What we need you to have:
• Minimum of a Bachelor's degree in Information Systems, Business Administration, or similar technology discipline
o In lieu of degree, a high school diploma/equivalent with four or more years related experience and/or training or equivalent combination of education and experience will be considered
• 1+ years of B2B support experience in e-commerce realm
• Bilingual in Spanish and Portuguese
• Experience diagnosing, reporting, tracking, and resolving software issues
• Ability to use MS Office products
• Basic knowledge of authentication and payment brand transaction flows
• Ability to meet deadlines

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.

This position will be performed in an office setting. The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers, and reach with hands and arms.

This position requires the incumbent to be available during core business hours.

Work Authorization: Authorization to work in the U.S. is a precondition of employment for this position. Visa will not sponsor applicants for work visas in connection with this position.

This position can be performed in a remote work arrangement for any candidate located outside the greater Cleveland area, or any Visa office. To foster community, connection, and collaboration, it is expected that candidates within a 50 mile commute of our Mentor, Ohio location adhere to a hybrid working model. Hybrid work is also expected for any candidate within a 50 mile commute of a Visa office. This hybrid model includes in office and work from home days each week. (work/ home icon?)

Visa has adopted a COVID-19 vaccination policy to safeguard the health and well-being of our employees and visitors. As a condition of employment, all employees based in the U.S. are required to be fully vaccinated for COVID-19, unless a reasonable accommodation is approved or as otherwise required by law.

Health

This position can be performed in a remote work arrangement for any candidate located outside the greater Cleveland area, or any Visa office. To foster community, connection, and collaboration, it is expected that candidates within a 50 mile commute of our Mentor, Ohio location adhere to a hybrid working model. Hybrid work is also expected for any candidate within a 50 mile commute of a Visa office. This hybrid model includes in office and work from home days each week.

Health

Visa has adopted a COVID-19 vaccination policy to safeguard the health and well-being of our employees and visitors. As a condition of employment, all employees based in the U.S. are required to be fully vaccinated for COVID-19, unless a reasonable accommodation is approved or as otherwise required by law.

Cardinal

Customer Solution Analyst

Job LocationRemote
Job TeamGlobal Customer Services
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