Job Description

This role is an individual contributor with a focus on analyzing technical complaints and providing first level support to both Internal and External staff worldwide.

The team also provides access controls designed to enroll, update, delete and audit both Internal and External profiles.

This position is at a professional level and uses a set of standard procedures to execute tasks while applying analytical skills based on the type of request. This position receives a low level of guidance and supervision.

Responsibilities
- Processes urgent requests for password resets and account enablements to minimize downtime for both Internal and External staff worldwide.
- Provides level one triage for Visa Portals and applications, diagnosing issues, detecting patterns of impact, and ensuring the validity of complaints while working with other support teams on the resolution of client inquiries/requests.
- Assists in coordinating internal resources to accomplish Visa and client objectives and ensure client experience standards are met.




- Maintains access controls responsibility for a wide variety of applications, enrolling, updating, entitling and deleting both internal and external staff profiles.
- Provides information, direction and education to clients regarding the various Visa Portals, products and services, ensuring understanding of best practices regarding usage and functionality.
- Able to shift priorities as needed and demonstrate proactive willingness to help others, to ensure customer expectations are exceeded and advocate on behalf of the clients.
- Manages phone hotlines, assigned emails, and web requests to protect service level targets, while leveraging a CRM tool to track daily activities.
- Identifies internal procedures, opportunities and value‑added solutions that enhance client experience and works in collaboration with management to implement.
- Creates company‑wide relationships to support the initiative of providing prompt and effic

📌 Trilingual Sr. Client Care Support (Bogotá)
🏢 Visa
📍 Bogotá