Job Description This role involves analyzing technical complaints and providing first-level support to both internal and external staff worldwide. The team manages access controls designed to enroll, update, delete and audit both internal and external profiles. This position is at a professional level, utilizing standard procedures to execute tasks while applying analytical skills based on the type of request. It receives minimal guidance and supervision. Key Responsibilities: - Processes urgent requests for password resets and account enablement's to minimize downtime for both internal and external staff worldwide. - Provides level one triage for Visa Access applications, including diagnosing issues, detecting patterns of impact, and ensuring the validity of complaints while working with other support teams on the resolution of client inquiries/requests. - Assists in coordinating internal resources to accomplish Visa and client objectives and ensure client experience standards are met. - Maintains access controls responsibility for a wide variety of applications, involving enrolling, updating, entitling and deleting both internal and external staff profiles. - Provides information, direction and education to clients regarding Visa Access products and services, ensuring understanding of best practices regarding usage and functionality. - Able to shift priorities as needed and demonstrate proactive willingness to help others, to ensure customer expectations are exceeded and advocate on behalf of the clients. - Manages phone hotlines, assigned emails, and web requests to protect service level targets, while leveraging a CRM tool to track daily activities. - Identifies internal procedures, opportunities and value-added solutions that enhance client experience and work in collaboration with management to implement. - Createss company-wide relationships to support the initiative of providing prompt and efficient service for our clients and leverages these relationships to develop understanding of the tools housed in Visa Access and increase the efficiency in support to clients. - Makes decisions guided by policies and procedures. - Works independently and receives minimal guidance, once training is completed. - Responsible for adhering to Visa's Key Controls, including the protection of non-public data. - This is a hybrid position, with expectation of days in office to be confirmed by your Hiring Manager.