Company Description Visa is a world leader in digital payments, facilitating more than 215 billion payments transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable and secure payments network, enabling individuals, businesses and economies to thrive.

　　When you join Visa, you join a culture of purpose and belonging – where your growth is priority, your identity is embraced, and the work you do matters. We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world – helping unlock financial access to enable the future of money movement.

　　Join Visa: A Network Working for Everyone.

　　Job Description 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 sessionProvide timely and accurate responses to customers within SLADocument action plan and progress in case tracking systemsSolve, reproduce, debug, and diagnose customer issuesAccountable to supervise customer issues to resolutionLog 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 plansRaise sophisticated issues to management as per internally established processes and guidelinesAssist customers outside of normal business hours, if required, including weekends and holidaysProvide onsite support at customer locations (if required)Develop positive relationship with customer and engineering teamsAcquire the required product knowledge and stay up to date with product updatesComplete comprehensive customer site profile documents ensuring the customer’s infrastructure and architecture is detailedBuild and maintain test environments and tools for solve and testingDeliver knowledge transfer sessions to customers and/or internal team membersBuild 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.

　　Qualifications Basic Qualifications

　　2 or more years of work experience with a Bachelor’s Degree or an Advanced Degree (e.g. Masters, MBA, JD, MD, or PhD) Preferred Qualifications

　　3 or more years of work experience with a Bachelor’s Degree or more than 2 years of work experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) What do you need to have

　　5 years of working experience in technical support or relevant fieldExcellent verbal and written communication skills in EnglishStrong analytical and troubleshooting skillsStrong software background, specifically in coding with Java or other language, with experience in web servicesExperience in databases and SQLExperience on Linux/Unix operating systemsExperience with Java application servers and Open SourceExperience in debugging and fix Java applicationsExperience of working on large scale distributed systems with high availability requirements preferredExperience in cloud computing services preferredExperience in FinTech field preferredAbility to speak expertly and work well with the customers.Ability to work well under pressure with demanding customers.Ability to understand vitality and sensitivity of customer cases. Additional Information 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.