Company Description

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in 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 while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Job Description

The Product Support Engineering (PSE) team is a Tier 3 Customer Support team tasked with supporting merchants using all CyberSource products and services. This role will have a focused emphasis on Integrated Commerce and Card Present payment solutions and is based in [location]. Candidates are expected to handle escalated case tickets, work with other teams inside and outside the Support organization, provide product training, and interface with customers on an as-needed basis.

 

RESPONSIBILITIES

Troubleshooting escalated technical problemsEscalating issues to Product Development, Product Management, and / or Operations teams while managing their resolutionBuilding internal support related tools and documentationParticipating in requirements, design, and roll out of new products and servicesInterfacing with customers that have both direct and partner relationships to the business Representing Customer Support to other departments within the company including Sales, Operations, Product Management, and Product DevelopmentCreating, editing, and distributing customer notificationsTaking part in the after-hours/weekend on-call rotationCollaborating with Client Care on client satisfaction and training improvement initiativesProduct Subject Matter Expert (SME) to the businessLead Product Support training, drafting and presenting modules or documentationRoutinely analyze processes and documentation for improvements and accuracy, communicating changes to the teamAct as a Lead to the Product Support team, ensuring any issues needing attention are reviewed and resolved or escalated to management

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

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)Experience working with such technologies as Windows, Linux, Java, C/C++, SQL, Visual Basic and/or XMLPrior Technical or Customer Support experience is preferredPrior experience with point-of-sale, online payment, and / or risk management payment systems is preferredStrong written and verbal communication skillsStrong problem solving skillsExperience working directly with customers via phone / email / eTicketing systems

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.