Visa Inc

Sr. Tech. Support Analyst

Visa Inc$105K — $155K *
Information Technology
5 - 7 years of experience
Job Overview by Ladders

Qualifications

  • 6+ years in technical support or relevant field with Bachelor's or higher degree
  • 8 years preferred experience in technical support or similar domain
  • Strong verbal and written communication skills in English
  • Analytical mindset with troubleshooting expertise
  • Proficient in coding (Java or similar languages) and web services
  • Experience with databases (Oracle, DB2, SQL, MySQL)
  • Familiarity with cloud computing services and Linux/Unix OS

Responsibilities

  • Interface with Elite Care primary team and customers across multiple platforms
  • Troubleshoot and resolve customer issues promptly in accordance with SLAs
  • Log and track software defects, collaborating with tech and product teams
  • Proactively follow up with customers, providing action plans and updates
  • Document progress in case tracking systems and escalate complex issues when necessary
  • Offer onsite support and work outside normal hours when required
  • Drive knowledge sharing by creating documentation and conducting training sessions

Benefits

  • Comprehensive medical, dental, and vision insurance
  • Employee Stock Purchase Program
  • Life insurance coverage
  • Paid vacation days and wellness programs
  • A hybrid work model allowing both remote and office work
Full Job Description
Job Description

  • 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.
  • This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.


This position is a Hybrid role to be located in our Toronto, Canada office location. Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.

Qualifications

Basic Qualifications:
  • 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


Preferred Qualifications:
  • 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.


Visa is looking to fill vacant position Sr. Tech. Support Analyst. The anticipated compensation range for this position is 105,710 CAD to 155,710 CAD per year, which includes sales incentive payments/annual bonus. Visa has a comprehensive benefits package for which this position is eligible that includes Medical, Dental, Vision, Employee Stock Purchase Program, Life Insurance, Paid Vacation and Wellness Programs. Visa may use artificial intelligence when assessing and selecting candidates.

About Visa Inc

Visa Bureau is an independent immigration information service providing information to individuals, families and businesses wishing to live and work or relocate staff to America, Australia, Canada, New Zealand and the UK. Based in California, Visa Bureau ensures readers are given the most up to date information concerning immigration and visa policy. VisaBureau.Co is the most popular Global Migration resources families and individuals dreaming of Immigrating to a New Country. Visa Bureau contains information on making a successful move to including Eligibility, Visas, Jobs, Timeframe & Cost.

Visa Inc Careers

Join the global team at Visa Inc, a leader in digital payments, and propel your career forward with a company known for innovation, leadership, and a commitment to diversity and growth. At Visa, we are not just a payments company; we are an engine for progress, powering inclusive and sustainable commerce worldwide.

Work You'll Do

At Visa Inc, you'll be part of a dynamic team that's dedicated to making a difference. Whether you're looking for job opportunities in technology, marketing, finance, or customer service, Visa offers a range of positions that allow you to contribute to our mission of connecting the world through the most innovative, reliable, and secure payment network.

Innovate and Lead

Join a culture of innovation where your ideas can change the way the world pays and moves money. With Visa, you'll work alongside industry experts to develop solutions that enhance customer experiences and drive economic growth. Our leadership is committed to providing you with the tools and training needed to excel.

Grow Your Career

Visa Inc is committed to the professional growth of every team member. With comprehensive benefits, competitive employment packages, and opportunities for advancement, Visa empowers you to shape your career path. From internships to leadership roles, the potential for growth is limitless.

Diversity and Inclusion

At Visa, we believe our strength lies in our diversity. We are dedicated to fostering an inclusive environment where everyone is respected, and every voice is heard. Through diversity training and a commitment to equitable hiring practices, we ensure that all team members have the opportunity to succeed.

Networking and Professional Development

Enhance your skills and expand your professional network through Visa’s global community. Participate in networking events, workshops, and seminars that are designed to bolster your industry knowledge and connect you with professionals across the globe.

Benefits and Culture

Visa Inc values the well-being of its employees. Enjoy a robust package of health, financial, and lifestyle benefits that support you and your family. Our culture promotes work-life balance, encourages curiosity, and supports the continuous pursuit of knowledge and excellence.

Join Our Team

Explore the exciting job opportunities at Visa Inc and discover how your skills and passions align with our mission. Prepare your resume, sharpen your interview skills, and get ready to embark on a rewarding career journey.

Stay Connected

Keep up to date with the latest at Visa Inc: - **Search Visa Jobs**: Find open positions that match your skills and interests. We look for passionate, curious, creative, and solution-driven team players. - **Read Careers Blog**: Stay ahead with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here. - **Job Alert Emails**: Personalize your subscription to receive job alerts, latest news, and insider tips tailored to your preferences. See what exciting and rewarding opportunities await. At Visa Inc, your career is a journey of endless possibilities. Join us and be part of a team that is transforming the future of payments.
Learn more about Visa Inc
Size
21,500 employees
Market Cap
$387 billion
Industry
Net Income
$10.7 billion
Founded
1958
5 Year Trend
+9.8%
Revenue
$21.4 billion
NASDAQ

Similar Jobs

More Jobs at Visa Inc

More Information Technology Jobs

Find similar Sr. Tech. Support Analyst jobs: