About Us
Visa 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.
At 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.
Join Visa and do work that matters – to you, to your community, and to the world. Progress starts with you.
Job Description
The Product Analyst is responsible for supporting product operations and delivering a consistent user experience across sales tools and platforms. This role serves as a key connection between sales users, Product Owners, business stakeholders, and Engineering teams by translating product updates into operational readiness and effective user support. Responsibilities include troubleshooting user issues, analyzing support trends, assessing the impact of product defects, maintaining support knowledge, and identifying opportunities to improve processes and the overall user experience.
The Product Analyst is expected to stay current on product releases, enhancements, known issues, and communications from Product Owners and relate these updates to incoming user support tickets. The role requires strong ownership, communication, analytical and problem-solving skills, along with the ability to continuously expand knowledge across the broader Sales ecosystem.
All roles require digital fluency, including the ability to effectively use emerging technologies and Generative AI tools such as Claude, ChatGPT, and Microsoft Copilot to support everyday work and drive measurable process improvements.
Key responsibilities:
- Provide frontline product and operational support across CRM and the broader Sales tools ecosystem by troubleshooting user requests in line with established priorities, processes, and SLAs, while collaborating with regional stakeholders, Product Owners, Engineering teams, and cross-functional partners.
- Stay current on product releases, enhancements, known issues, and updates communicated by Product Owners, and proactively connect these changes to user support tickets, recurring issues, and potential user impact.
- Demonstrate strong written and verbal communication skills when working with users, Product Owners, Engineering teams, and business stakeholders, ensuring clear, timely, and professional communication throughout issue resolution.
- Triage user-reported issues and quickly assess severity, scope, and business/user impact. Where a potential product defect is identified, promptly raise and coordinate incidents with Engineering teams with appropriate analysis, evidence, and supporting details.
- Use Jira effectively to create and maintain user stories, defects, and bugs with clear problem statements, business/user impact, supporting evidence, acceptance criteria, and appropriate prioritization.
- Take ownership of creating, reviewing, and continuously updating knowledge articles, troubleshooting guides, and user-support documentation based on recurring issues and established resolutions.
- Analyze incoming support tickets and recurring issue patterns to identify opportunities for proactive support, automation, ticket reduction, and enhancement of the overall user experience.
- Support user onboarding, access provisioning, data-management activities, and other operational processes in accordance with defined business processes, controls, and governance requirements.
- Conduct user training and knowledge-sharing sessions covering product functionality, business processes, new features, and relevant product updates.
- Continuously expand expertise beyond individual CRM applications and develop the ability to support the broader Sales tools and technology ecosystem. Demonstrate learning agility and the ability to quickly adapt to new products, processes, tools, and technical skill sets as business needs evolve.
- Identify enhancements, automation opportunities, and process improvements based on support insights and user feedback, and partner with appropriate Product and Engineering teams to recommend solutions.
- Actively leverage Generative AI tools, including Claude and other approved AI capabilities, as part of day-to-day work and demonstrate tangible AI-enabled process improvements each quarter, with a focus on reducing manual effort, improving turnaround time, enhancing support quality, or increasing operational efficiency.
- Contribute to a culture of ownership and continuous improvement by proactively identifying gaps, proposing solutions, documenting learnings, and sharing knowledge across the team.
- Identify enhancements, automation opportunities, and process improvements based on support insights and user feedback, and partner with appropriate Product and Engineering teams to recommend solutions.
- Actively leverage Generative AI tools, including Claude and other approved AI capabilities, as part of day-to-day work and demonstrate tangible AI-enabled process improvements each quarter, with a focus on reducing manual effort, improving turnaround time, enhancing support quality, or increasing operational efficiency.
- Contribute to a culture of ownership and continuous improvement by proactively identifying gaps, proposing solutions, documenting learnings, and sharing knowledge across the team.
Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.
Qualifications
Basic Qualifications
- Bachelor’s degree in computer science, Information Systems, Engineering, Business, or a related field, or equivalent practical experience.
- 2+ years’ experience in Product Operations, CRM, Sales Technology, Application Support, Product Support, or a related role supporting business-critical applications.
- 2+ years hands-on experience with enterprise CRM and/or Sales platforms, with the ability to troubleshoot application and user issues and understand their business impact.
- Excellent written and verbal communication skills, with the ability to clearly communicate technical or product-related information to users, Product Owners, Engineering teams, and business stakeholders.
- Strong analytical and problem-solving skills with demonstrated ability to independently triage issues, assess user/business impact, distinguish potential defects from support issues, and coordinate appropriate escalation.
- Experience collaborating within global, cross-functional stakeholders involving Product, Engineering, Operations, and business stakeholders.
- Strong learning agility and willingness to continuously expand knowledge across Sales tools, technologies, business processes, and emerging capabilities.
- Digital fluency and hands-on experience using Generative AI tools such as Claude, ChatGPT, Microsoft Copilot, or similar technologies to improve productivity, automate repetitive activities, or drive measurable operational improvements.
Preferred Qualifications
Preferred Skills
- Experience supporting enterprise CRM and Sales platforms, such as Microsoft Dynamics CRM, Salesforce, or similar applications, with an understanding of sales processes and user-support operations.
- Experience using Generative AI tools, such as Claude, ChatGPT, or Microsoft Copilot, to automate repetitive activities, improve support quality, reduce manual effort, and deliver measurable quarterly process improvements.
- Familiarity with integration platforms, ticketing systems (e.g., ServiceNow, Jira), and collaboration tools used in global operations.
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. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.
