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Senior Customer Solution Analyst


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Job Details

Location: Mentor, Lake County, Ohio, USA Posted: Jan 15, 2021

Job Description

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.

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.

The Senior Customer Solution Analyst is a dedicated role responsible for ensuring an excellent customer experience through ongoing technical support of Cardinal's 3D Secure products and services. A successful Senior Analyst will support customers by interpreting information gathered from various sources to identify trends and other commonalities to resolve complex inquiries.

What You'll Do:

  • Manage incoming and outgoing inquiries through all service channels (web, phone, email), and communicate with customers in a timely manner to ensure work is completed to their satisfaction start to finish.
  • Effectively balance high-volume productivity demands against the ability to provide analytical troubleshooting and problem resolution.
  • Collect, interpret, and identify patterns and trends in sets of data to resolve complex inquiries.
  • Address and resolve incidents and requests; enter quality information into tickets and appropriately log communication through investigation and resolution of inquiry.
  • Act as the Level 2 Technical Support for VISA Global Level 1 support teams and resellers.
  • Attend recurring production support meetings with VISA Global Level 1 support teams and resellers to help enable our partners to support 3DS products and services.
  • 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.
  • Contribute to self-help knowledge bases and document typical requests and incidents, resolutions, and procedures.
  • Assist in planning work tasks to ensure timely delivery of projects and support initiatives with customers and partners.
  • Achieve and grow functional knowledge of internal software products.
  • Help define, develop, and implement new support procedures to help improve customer experience and ticket resolution times.
  • Use creativity and innovation to automate and streamline processes and procedures.
  • Engage with Operations and Product Management as the customer advocate on platform and product roadmap discussions.
  • Work with other third-party vendors on troubleshooting and resolving issues.
  • Enable and inspire other teammates to meet customer needs.

What We Need You to Have:

  • Minimum of a Bachelor's degree in information systems, business administration, or a similar technology discipline
    • In lieu of a degree, a high school diploma or equivalent, or an Associate's degree, and 6+ years of B2B support experience in the e-commerce realm will be considered.
  • 4+ years of B2B support experience in the e-commerce realm.
  • Intermediate-level understanding of JavaScript, API, and native app SDKs.
  • SQL capabilities to extract and analyze data.
  • Experience diagnosing, reporting, tracking, and resolving software issues.
  • Experience in direct customer communication.
  • Ability to use MS Office products.

What we would love for you to have:

  • Advanced knowledge of authentication and payment brand transaction flows

Physical Requirements:
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. Cardinal/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. Cardinal/Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.

About CardinalCommerce

CardinalCommerce provides digital authentication solutions and products for merchants, financial institutions, and networks.

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