Job Title: Technical Support Specialist We are seeking a highly skilled and detail-oriented Technical Support Specialist to join our team. About the Role This role involves providing technical assistance and support to internal and external staff worldwide. You will be responsible for analyzing technical complaints, resolving issues, and ensuring that customers receive prompt and efficient service. - Key Responsibilities: - Process urgent requests for password resets and account enablement's to minimize downtime for both internal and external staff worldwide. - Provide level one triage for Visa Access applications, which includes 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. - Assist in coordinating internal resources to accomplish Visa and client objectives and ensure client experience standards are met. - Maintain access controls responsibility for a wide variety of applications, which involves enrolling, updating, entitling and deleting both internal and external staff profiles. - Provide 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. - Creates company-wide relationships, in order 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. Required Skills and Qualifications - Basic Qualifications: - Must have a High School diploma or equivalent. - Needs solid PC skills in a Windows environment. Familiarity with Microsoft Office and Excel is strongly recommended. - Must be able to manage multiple service requests with strict time limits. - Needs ability to comprehend and translate technical issues into business concepts. - Needs ability to make quick decisions based on client needs. - Must be able to set priorities and manage customer expectations. - Excellent verbal and written communication skills required. - Must be accurate, well organized, and detail-oriented. - Needs ability to work as part of a high-performing team. - Will be responsible for additional duties as needed. - Spanish and Portuguese required. Benefits We offer a competitive salary, excellent benefits package, and opportunities for career growth and development. Others This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.