Company Description|Job Description
As the world's leader in digital payments technology, Visa's mission is to connect the world through the most creative, reliable & secure payment network - enabling individuals, businesses, & economies to thrive. Our advanced global processing network, VisaNet, provides secure & reliable payments around the world, & is capable of handling more than 65,000 transaction messages a second. The company's dedication to innovation drives the rapid growth of connected commerce on any device, & fuels the dream of a cashless future for everyone, everywhere. As the world moves from analog to digital, Visa is applying our brand, products, people, network & scale to reshape the future of commerce.
At Visa, your individuality fits right in. Working here gives you an opportunity to impact the world, invest in your career growth, & be part of an inclusive & diverse workplace. We are a global team of disruptors, trailblazers, innovators & risk-takers who are helping drive economic growth in even the most remote parts of the world, creatively moving the industry forward, & doing meaningful work that brings financial literacy & digital commerce to millions of unbanked & underserved consumers.
You're an Individual. We're the team for you. Together, let's transform the way the world pays.
The Senior Product Support Engineering team is a Tier 3 customer support team tasked with supporting online merchants using all CyberSource Enterprise products & services. Candidates will be expected to handle escalated case tickets, work with other teams inside & outside the Customer Support organization, provide product training, & interface with customers on an as needed basis.
Troubleshooting escalated technical problems
Escalating issues to Product Development, Product Management, and/or Operations teams & managing their resolution
Building internal support-related tools & documentation
Participating in requirements, design, & roll out of new products & services
Interfacing with both direct' & reseller' customers
Representing Customer Support to other departments in the company including sales, operations, product management, & product development
Creating, editing, & distributing customer notifications
Responsible for training junior members of the team & acting as as a go-to & experienced leader for the junior members of the team
- Prior experience of providing in-depth technical experience such as Tier 3 technical support, software development, or back-end web development
- Experience working with such technologies as Windows, Unix, Linux, Java, C/C++, SQL, ASP,
- Visual Basic, VBScript, DBMS and/or XML
- Experience working directly with customers viaphone/email/eTicketing systems
- Strong written & verbal communication skills
- Strong problems solving skills
- Prior experience with online payment, risk management, or point-of-sale transaction technologiesdesirable
- EMV experience desirable
- Experience of working across complex matrix organisations