Sr. Tech. Support Analyst

Visa•Toronto, ON

1d•CA$105,710 - CA$155,710•Hybrid

About The Position

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. Interface with Elite Care primary team. Interface with customers via telephone, email, Teams sessions, CMS… Troubleshoot, reproduce, debug, and diagnose customer issues, Provide prompt and accurate responses to customers within our SLA. Log software defects using a bug tracking system and work closely with technology and product teams to analyze the defects and is accountable to track them to resolution. Proactively provide regular and timely follow ups with customers with recommendations, workarounds, updates, and action plans Document action plan and progress in case tracking systems. Escalate complex issues to management as per internally established processes and guidelines. Leverage internal technical expertise, including, but not limited to peers, mentors, product documentation, knowledge base, community forums, and other internal tools to provide the most effective solution to customer issues. Acquire the required product knowledge and stay up to date with product updates. Build and maintain test environments and tools for troubleshooting and testing. Create new internal or external knowledgebase articles/documentation to capture new learnings for reuse. Contribute to the team product knowledgebase. Assist customers outside of normal business hours, if required, including weekends and holidays Provide onsite support at customer locations (if required) Deliver knowledge transfer sessions to customers and/or internal team members. Reduce/deflect Support Request volume through education and proactive engagement with customers. Develop strong relationship with customer and technology teams. Conduct weekly, semimonthly, or monthly meetings with Primary Elite care team and customers for case reviews to identify issue trends and opportunities for corrective actions.

Requirements

6 or more years of relevant work experience with a Bachelors Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of work experience with a PhD
8 years of working experience in technical support or relevant field
Excellent verbal and written communication skills in English
Good analytical and troubleshooting skills.
Excellent problem-solving skills.
Strong software background, specifically in coding with Java or other languages, with experience in web services
Experience in databases (Oracle, DB2, SQL and MySQL)
Experience in cloud computing services.
Experience on Linux/Unix operating systems.
Experience in debugging and troubleshooting Web Service based solutions.
Experience of working on large scale homogeneous or heterogeneous distributed systems with high availability requirements on Virtual Machines and/or physical server clusters
Ability to speak expertly and communicate clearly with the customers.
Ability to work well with demanding customers.
Ability to understand urgency and sensitivity of customer cases.

Responsibilities

Interface with Elite Care primary team.
Interface with customers via telephone, email, Teams sessions, CMS…
Troubleshoot, reproduce, debug, and diagnose customer issues.
Provide prompt and accurate responses to customers within our SLA.
Log software defects using a bug tracking system and work closely with technology and product teams to analyze the defects and is accountable to track them to resolution.
Proactively provide regular and timely follow ups with customers with recommendations, workarounds, updates, and action plans.
Document action plan and progress in case tracking systems.
Escalate complex issues to management as per internally established processes and guidelines.
Leverage internal technical expertise, including, but not limited to peers, mentors, product documentation, knowledge base, community forums, and other internal tools to provide the most effective solution to customer issues.
Acquire the required product knowledge and stay up to date with product updates.
Build and maintain test environments and tools for troubleshooting and testing.
Create new internal or external knowledgebase articles/documentation to capture new learnings for reuse.
Contribute to the team product knowledgebase.
Assist customers outside of normal business hours, if required, including weekends and holidays.
Provide onsite support at customer locations (if required).
Deliver knowledge transfer sessions to customers and/or internal team members.
Reduce/deflect Support Request volume through education and proactive engagement with customers.
Develop strong relationship with customer and technology teams.
Conduct weekly, semimonthly, or monthly meetings with Primary Elite care team and customers for case reviews to identify issue trends and opportunities for corrective actions.