Analyst, Technical Solutions - Elite Care – Escalated Team

Visa•Atlanta, GA

1d•Hybrid

About The Position

The Analyst, Technical Solutions for the Elite Care – Escalated Team is an individual contributor role responsible for managing complex and escalated client issues for Visa’s Elite Care clients. This position requires strong problem-solving skills, sound judgment, and the ability to operate independently while coordinating across multiple internal teams. The role serves as an escalation point within the Elite Care support model, handling issues that may span multiple products, platforms, or processes and require advanced investigation, coordination, and client communication. The analyst partners with internal stakeholders to drive resolution and ensure a high-quality client experience.

Requirements

2 or more years of work experience with a Bachelor’s Degree or an Advanced Degree (e.g. Masters, MBA, JD, MD, or PhD)

Nice To Haves

3 or more years of work experience with a Bachelor’s Degree or more than 2 years of work experience with an Advanced Degree (e.g. Masters, MBA, JD, MD)4 or more years of work experience with a Bachelor’s Degree
In-depth technical experience such as customer support / technical support.
Familiarity with the following tools: SQL, Splunk, Power BI, Tableau.
Client facing experience. Demonstrated success in customer relationship management.
Candidate must be a self-starter and have a disposition to work independently with a commitment to detail in an organized manner.
Experience working with e-commerce platforms, transaction processing and payment service providers (gateways).
Understanding of mobile payments and architecture, including, NFC, TSMs, OTA, secure elements, contactless payments, online/remote payments, QR Codes, cloud based payments and chip cards (contact and contactless).
Demonstrated strong leadership capabilities and interpersonal skills
Executive-level written and verbal communication, and customer interaction skills
Strong organization skills including resolution management and follow up
Strong problem solving skills

Responsibilities

Serve as the primary point of contact for escalated Elite Care client issues, managing complex cases from intake through resolution
Deliver high‑value, client‑focused support to Visa clients and internal partners, including sensitive and time‑critical situations, while advocating for client needs
Act as a subject matter expert across multiple Visa Business Solutions products, maintaining deep technical and operational knowledge
Independently assess complex client issues, determine appropriate resolution paths, and coordinate cross‑functional teams to drive timely resolution
Lead and coordinate cross‑functional service delivery initiatives involving Client Success, Sales, Product, Engineering, Systems, and other internal teams
Represent the client perspective internally by clearly communicating issue details, business impact, urgency, and required outcomes to ensure proper prioritization
Bridge the knowledge gap between client business stakeholders and technical teams by translating requirements, system behavior, and operational impacts
Proactively identify recurring issues, operational inefficiencies, and process gaps, and contribute recommendations to improve service quality and client experience
Support and drive continuous improvement initiatives, including service delivery enhancements, operational reviews, and client‑driven improvement plans
Manage complex customer change requests, system enhancements, and operational requirements while negotiating expectations internally and externally
Maintain proactive, clear, and professional communication with clients and internal stakeholders throughout the issue and escalation lifecycle
Ensure prompt, thorough resolution of client inquiries and maintain accurate, up‑to‑date support documentation within required timelines
Build and sustain strong working relationships with key clients and internal stakeholders at all organizational levels
Provide guidance and support to lower‑tier analysts on complex cases, escalation handling, and best practices
Educate and train clients on supported services, best practices, and operational optimization
Monitor trends, client usage patterns, and industry developments to support client initiatives and Visa’s strategic objectives
Report key client outcomes, project accomplishments, and deliverables to senior management
Provide leadership and timely escalation to management when issues arise that may jeopardize resolution or client satisfaction
Support strategic planning efforts by identifying opportunities to elevate operational support from reactive to strategic engagement