Team Summary
VISA Token ID Customer support team is based in Rotterdam, Toronto, Bangalore, Sydney and growing. Our mission is to provide technical support and solutions to our customers by handling the resolution of the incidents and problems on our products and services. We serve as an advocate for customers' needs internally.
We work closely with Development, Technical specialists, Product teams, and 3rd party product partners to ensure an outstanding technical support to our FinTech customers. We are not a first line support. We are product authorities, and we handle the majority of customer support requests autonomously.
What a Senior Technical Support Analyst - Token ID does at Visa
- Work with customers via telephone, email, WebEx or Teams session
- Provide timely and accurate responses to customers within SLA
- Document action plan and progress in case tracking systems
- Solve, reproduce, debug, and diagnose customer issues
- Accountable to supervise customer issues to resolution
- Log software defects using a bug tracking system and work closely with software developers to analyze the defects.
- Proactively provide regular and timely follow ups with customers with recommendations, workarounds, updates, and action plans
- Raise sophisticated issues to management as per internally established processes and guidelines
- Assist customers outside of normal business hours, if required, including weekends and holidays
- Provide onsite support at customer locations (if required)
- Develop positive relationship with customer and engineering teams
- Acquire the required product knowledge and stay up to date with product updates
- Complete comprehensive customer site profile documents ensuring the customer’s infrastructure and architecture is detailed
- Build and maintain test environments and tools for solve and testing
- Deliver knowledge transfer sessions to customers and/or internal team members
- Build new internal or external knowledgebase articles/documentation to capture new findings for re-use.
Why this is meaningful to Visa
Customer support team provide product support for our customers. This service is vital for growing business and customers satisfaction.
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 2-3 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.
