Technical Support Analyst

Job Description:Job Title: Technical Support AnalystDuration: 1-YearLocation: McLean, VAThe Technical Support Analyst manages 2nd level technical support and operational customer service needs for corporate clients using one or more of the supplied software products that provide Commercial Card reporting and portfolio management. Primary responsibilities include:. Identify, troubleshoot, and resolve application usage issues. Respond to customer inquiries relating to general functionality support for web-based software applications. Own and Manage issue through resolution, working with business or development groups. Ensure Level II support service levels are met or exceeded. Understand the customer's needs, business requirements, and priorities. Act as liaison for customers between other Visa groups, including the Product Office, Development, and Level 3 Support. Educate customers on software applications, usage, and functionality. May be required to produce customer and departmental reporting for tracking customer or service issues.. Able to multi-task in a complex, fast paces setting. 5 or more years experience providing Level 2 software application support and at least 2 years experience providing support for a proprietary application.. Have an understanding of account, finance or bank card processing. Have a good functional knowledge of web technologies, database concepts, basic programming logic, IP Networking concept. Working knowledge of several web browsers. Good user skills with Microsoft Office products (Outlook, Excel, Word, Access, Power Point)Prior experience in QA testing desirable but will not be part of the job responsibilities.



Job Experience:Minimum Education Required: BachelorYears of Experience Required: At Least 3 Years