Help us maintain the quality of jobs posted on PowerToFly. Let us know if this job is closed.
Job Type
Full Time
Job Details
Job Description Responsibilities Specific responsibilities include, but not limited to:
- Interface with customers via telephone, email, WebEx or Teams sessions…
- 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 software developers to analyze the defects and track them to resolution.
- Regular and timely follow ups with customers with recommendations, workarounds, updates, and action plans
- Document action plan and progress in case tracking systems
- Escalate issues to management as per internally established processes and guidelines.
- Leverage internal technical expertise, including, but not limited to peers, mentors, product documentation, knowledge base, community forums, and other internal tools to provide the most effective solution to customer issues.
- Acquire the 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.
- Deliver knowledge transfer sessions to customers and/or internal team members.
- Assist customers outside of normal business hours, if required, including weekends and holidays
- Provide onsite support at customer locations (if required)
- Complete comprehensive customer site profile documents ensuring the customer’s infrastructure and architecture is documented.
- Reduce/deflect Support Request volume through education and proactive engagement with customers.
- Develop strong relationship with customer and engineering teams.
- Conduct weekly, semimonthly, or monthly meetings with customers for case reviews to identify issue trends and opportunities for corrective actions.
About the Company
VISA
Foster City, CA, United States
At Visa, we are driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid. As our products and... Read more