This position is a production role, Client Care Support Representative in which requires an in-depth understanding of Digital Social Media) processes and guidelines. The Client Care Support Representative utilizes this knowledge to identify, correct and report all deviations from procedures as well as highlight exceptional performance. The incumbent will work in tandem with the Lead in identifying and reaching out to the Manager to escalate issues or identify areas of improvement of the team.
Responsibilities (other duties may be assigned as needed):
Exchange information between cardholders, issuers, merchants, acquirers, members and product offices
Analyzes inbound records for multiple Twitter handles moved into the various Work bins within IWS and email items received through the Social Media support mailbox, for accuracy of response and proper procedure handling before publishing comments publically
Identifies, documents and reports all inaccuracies or procedure breaches to management
Provide level 1 call, email, chat, social media, entitlements and/or enrollments support for multiple Visa products and services
Provide day-to-day support to Visa client institutions and Visa program managers to ensure customer expectations are exceeded. Set-up new users, identify, troubleshoot, and resolve processing, application usage, or business issues, as well as on-boarding new Visa initiatives and programs
Respond to customer inquiries relating to general functionality of Visa products via multiple communication channels
Own level 1 issues through resolution working with VISA product, application, business or development groups
Understand the customer's needs, business requirements and priorities - Know when Level 2 Support escalation is needed
Actively seeks solutions and identifies, troubleshoots, resolves application or business issues
Educate customers on product and basic software applications, usage, and functionality
Compiles and updates production escalation trackers throughout the day and end of day production reports highlighting actions taken and QA measurements
Data entry in multiple internal applications
Recommends initiatives and changes to improve quality of service for the unit
Works with the production floor and other departments to coordinate workflow and ensure a seamless operation
Exchange information between cardholders, issuers, merchants, acquirers, members and product offices by providing day-to-day level 1 support to the public for Visa's Social Media channels to ensure customer expectations are exceeded
This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.