{"id":1394342,"url":"https://alion.io/job/visa-elite-care-escalated-support-analyst","title":"Elite Care Escalated Support Analyst","company":{"id":83,"name":"Visa","domain":"visa.com","url":"https://alion.io/company/visa","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":85,"open_postings":136,"ghost_share":0,"stale_share":0.596,"repost_share":0.022,"time_to_fill_p50_days":32,"computed_at":"2026-10-25T05:49:26Z"}},"role":"Support","role_family":"Support","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bogotá, Colombia"],"countries":["CO"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":22000,"max_usd":52000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":688},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Rest API","optional":true}],"status":"live","first_seen_at":"2026-09-28T13:02:39Z","employer_posted_date":"2026-09-28","last_verified_at":"2026-10-24T04:01:29Z","board_verified":true,"closed_at":null,"days_open":26,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":26},"description":"About Us\nVisa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.\nAt Visa, you'll have the opportunity to create impact at scale - tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world.\nJoin Visa and do work that matters - to you, to your community, and to the world. Progress starts with you.\nJob Description\nElite Care Escalated Support (ECES) is the global third-line support function within Acceptance Solutions, providing expert technical support for complex client issues and critical service incidents. This role serves as a trusted advisor and escalation owner for enterprise clients, driving rapid resolution, improving the client experience, and partnering across Visa to deliver seamless outcomes.\nThe ideal candidate combines strong technical expertise with a client-first mindset, takes end-to-end ownership of issues, leverages AI and automation tools to improve efficiency, and collaborates effectively across Product, Technology, Operations, and Client Services teams to identify and resolve root causes.\nKey Responsibilities\nServe as a technical escalation owner for complex client issues, maintaining end-to-end accountability from investigation through resolution. \nDeliver exceptional client experiences through proactive communication, timely updates, and a solutions-oriented approach. \nPartner across Product, Engineering, Operations, Sales, Account Management, and Support teams to drive rapid resolution of client-impacting issues. \nUtilize approved AI, automation, and analytics tools to accelerate investigations, identify trends, and improve operational efficiency. \nLead and coordinate high-severity incidents, including internal and external communications, stakeholder management, and recovery efforts. \nSupport enterprise clients through technical consultations, escalations, and service reviews. \nMonitor operational signals and support trends to proactively identify risks, recurring issues, and opportunities for continuous improvement. \nCollaborate globally across regions and time zones to ensure uninterrupted client support and service continuity. \nExercise sound judgment in ambiguous or high-pressure situations, balancing client impact, business priorities, and operational risk. \nContribute to knowledge sharing, process optimization, and training initiatives that improve team effectiveness and client outcomes. \nParticipate in after-hours, weekend, and on-call support coverage as required. \nVisa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.\nQualifications\nBasic Qualifications\n2 or more years of work experience with a Bachelor’s Degree or an Advanced Degree (e.g. Masters, MBA, JD, MD, or PhD)\nPreferred Qualifications:\n3 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).\nExperience in requirements gathering, communication, planning, management, analysis, documentation, and implementation.\nExperience in project management, including tracking the status of activities.\nExperience in analytics using tools such as Excel, MS Project, PowerPoint, and Visio.\nHands-on experience troubleshooting REST APIs, integrations, and distributed systems.\nExperience in relationship management and setting priorities.\nExperience in managing customer expectations.\nExperience in time management and multitasking under deadlines.\nExperience in working as part of a team and achieving results.\nExperience in verbal, written, presentation, and interpersonal communication.\nAbility to support non-traditional work schedules based on business and client needs.\nExperience in requirements gathering, communication, planning, management, analysis, and documentation.\nExperience in project management and tracking activities.\nExperience in analytics using Excel, MS Project, PowerPoint, and Visio.\nExperience in relationship management, setting priorities, and managing customer expectations.\nKey Success Profile \nThe successful candidate will: \nPut the client at the center of every decision. \nTake ownership and drive accountability from issue identification through resolution. \nEmbrace AI and automation to improve efficiency and reduce client effort. \nBuild strong partnerships across Visa to accelerate outcomes. \nCommunicate with confidence across technical, operational, and executive audiences. \nContinuously seek opportunities to improve service quality, operational performance, and the client experience \nVisa is an EEO Employer\nQualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.","description_format":"text","description_chars":5168,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Cards & Card Issuing","Payment Processing & Gateways"],"lifecycle":[{"event":"open","at":"2026-09-28T13:02:39Z"}],"visa":[],"liveness":{"score":43,"band":"fade","label":"Fading","p_open":1,"p_active":0.577,"p_room":0.75,"age_days":26,"expected_fill_days":32,"reasons":["conf:25","stale_co","velocity","win:late","comp:brand"],"computed_at":"2026-10-25T05:49:26Z"},"pay":null,"html_url":"https://alion.io/job/visa-elite-care-escalated-support-analyst","json_url":"https://alion.io/job/visa-elite-care-escalated-support-analyst.json","meta":{"generated_at":"2026-10-25T08:52:44Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":12651,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-26T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":83},"rest":"https://alion.io/mcp/rest/get_company?id=83"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fvisa-elite-care-escalated-support-analyst"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fvisa-elite-care-escalated-support-analyst"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fvisa-elite-care-escalated-support-analyst"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/visa-elite-care-escalated-support-analyst\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fvisa-elite-care-escalated-support-analyst"}]}