CyberSource, a Visa company, is a global leader in eCommerce payment management. CyberSource was one of the world's first payment gateways, connecting online merchants to payment networks, including Visa. Today, CyberSource offers a full-service payment management platform for eCommerce merchants, combining global payment processing, fraud management and payment security systems.
We are looking for a passionate, detailed, and customer focused individual with strong analytical skills who will be accountable for performing analysis on business performance and developing a library of reports for our CyberSource Technical Support organization. This role is integral to our ability to understand the performance of the Technical support organization and our ability to achieve our goals. This individual must be able work in a team environment and collaborate with team members to accomplish departmental goals.
Develop a working knowledge of both our Small Business and Enterprise business segments
Development and maintenance of a standard library of reports for monitoring business performance which include but are not limited to incoming contact volume, customer satisfaction, and customer service requests, etc. Report development will consist of requirements gathering, report design, and deployment.
Manage reoccurring reporting requests and be willing and able to deliver on short turn-around ad-hoc reporting requests.
Provide consultative support to other end users of our reporting applications, both historical and real-time, as needed.
Comfortable in an environment of rapid change and ambiguity with the ability to make decisions while understanding the risk
Provide ongoing direction and analysis of trends and opportunities to improve customer experience
Maintain current knowledge of CyberSource business systems and reporting technologies
Manage and balance multiple projects and tasks in order to manage to deliverable dates and must work with stakeholders to assure expectations are met
2 to 3 years of related experience, including experience in a technical support environment
Experience with SQL querying, understanding of database structures, Excel pivot tables, and report design
1 to 2 years of report development experience with an Enterprise reporting platform such as Reporting Services or Microstrategy . Familiarity with OBIEE (Oracle Business Intelligence) is preferred but not required.
High attention to detail, action oriented, ability to work within stringent timelines and to collaborate across departments to achieve results
Strategic thinking and analytical skills required, in addition to strong written, oral, and presentation skills.
Working knowledge of SQL and advanced proficiency with Excel and other Microsoft Office applications
Job Function: Business Planning
Primary Location: United States-CA-Foster City
Visa Inc. is a global payments technology company that connects consumers, businesses, financial institutions and governments in more than...