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About the Role

Visa is a world leader in payments technology, facilitating transactions across more than 200 countries and territories. We are dedicated to uplifting everyone, everywhere by being the best way to pay and be paid. At Visa, you'll have the opportunity to create impact at scale, tackle meaningful challenges, grow your skills, and see your contributions impact lives around the world. Join Visa and do work that matters.

Responsibilities

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 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 peers, mentors, product documentation, knowledge base, community forums, and other internal tools to provide effective solutions.
Acquire 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 relationships with customer and technology teams.
Conduct weekly, semimonthly, or monthly meetings with the Primary Elite Care team and customers for case reviews to identify issue trends and opportunities for corrective actions.

Requirements

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.
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 customers.
Ability to work well with demanding customers.
Ability to understand urgency and sensitivity of customer cases.

Skills

Java
Web services
Oracle
DB2
SQL
MySQL
Cloud computing services
Linux/Unix operating systems
Debugging
Troubleshooting Web Service based solutions
Virtual Machines
Physical server clusters

Location

Toronto, Canada

Work Type

Hybrid

Experience Level

6+ years relevant work experience with Bachelors
2+ years relevant work experience with Advanced degree
0 years relevant work experience with PhD
8 years technical support experience

Education Level

Bachelors Degree
Advanced degree (e.g. Masters, MBA, JD, MD)
PhD

Salary/Compensations

105,710 CAD to 155,710 CAD per year

Benefits

Medical
Dental
Vision
Employee Stock Purchase Program
Life Insurance
Paid Vacation
Wellness Programs

About the Company

Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.
At Visa, you’ll have the opportunity to create impact at scale — tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world.
Join Visa and do work that matters – to you, to your community, and to the world.
Progress starts with you.
Visa may use artificial intelligence when assessing and selecting candidates.
If you thrive on rapid growth and enjoy working alongside positive, driven teammates, you’ll feel right at home here.
Help us to uplift everyone, everywhere.
Whether you’re starting your career, pushing your capabilities or are a seasoned professional, learn how we can partner to reimagine the world.
Introduce yourself to our recruiters and we'll get in touch if there's a role that seems like a good match.
At Visa, we are driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.
Our evolving technology keeps us at the heart of the digital economy, connecting people to 80+ million businesses worldwide.
Backed by a resilient, proven model, our expanding network fuels growth—for Visa and for your career.
Your journey starts here — discover how we hire.
Ready to take the next step?
Learn more about life at Visa, explore our hiring process and get first-hand insights by hearing directly from our recruiters about what to expect.
Apply with confidence today!
Learn our recruiting process

Equal Opportunity

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.
Visa welcome and encourages application from persons with disabilities.
Accommodations are available on request for candidates taking part in all aspects of the selection process.