SaaS 2nd Line Technical Support Engineer (12 Months Fixed-Term Contract)

  • Contract
  • Job Family Group: Client Support Services

Company Description

Common Purpose, Uncommon Opportunity. Everyone at Visa works with one goal in mind – making sure that Visa is the best way to pay and be paid, for everyone everywhere. This is our global vision and the common purpose that unites the entire Visa team. As a global payments technology company, tech is at the heart of what we do: Our VisaNet network processes over 13,000 transactions per second for people and businesses around the world, enabling them to use digital currency instead of cash and checks. We are also global advocates for financial inclusion, working with partners around the world to help those who lack access to financial services join the global economy. Visa’s sponsorships, including the Olympics and FIFA™ World Cup, celebrate teamwork, diversity, and excellence throughout the world. If you have a passion to make a difference in the lives of people around the world, Visa offers an uncommon opportunity to build a strong, thriving career. Visa is fueled by our team of talented employees who continuously raise the bar on delivering the convenience and security of digital currency to people all over the world. Join our team and find out how Visa is everywhere you want to be.

CyberSource was acquired by, and operates as a wholly-owned subsidiary of Visa since 2010.

Job Description

The ecommerce Technical Support Engineer (eCom TSE) - 12 month fixed-term contract has the opportunity to turn into a permanent position. This role offers the benefit of flexible hours.

The eCom TSE provides 2nd line Enterprise support to CyberSource's growing number of direct customers and channel resellers. The TSE is a CyberSource generalist, with a thorough understanding of all CyberSource’s product sets, who is able to solve problems and translate technical concepts to all levels within our client base. The team is responsible for delivering excellent client support through three primary contact channels: phone, email and eTickets.

The TSE will have significant interaction with our customers and our internal engineering team on payments related questions, API integrations, and cutting-edge offerings such as ApplePay and token services. This is a varied role, requiring the ability to multi-task and re-prioritise different tasks, often at short notice.

Technical Support Engineers work as a close-knit team with the ability to deliver results in a dynamic and ever changing environment, demonstrating superb communication and time management skills at all times. They have excellent customer service skills and the ability to comprehend technical topics and present them to non-technical users.

Are you well organized and do you gain a sense of satisfaction from successfully helping a customer resolve an issue? Are you keen to learn and grow your career within a technical customer support role?

Principle Responsibilities
• Answer client queries about CyberSource products and services via phone, email and eTicket, adhering to CSS process and best practice
• Troubleshoot issues relating to CyberSource’s products and services
• Liaise with appropriate internal teams and external parties to resolve outstanding client issues relating to CyberSource’s products and services
• Enter pertinent case data into the CRMs to track client issues
• Maintain expert knowledge of CyberSource products and services through training and self-study
• Own and maintain internal process documentation and Knowledge Base articles
• Configure internal systems to enable effective processing for clients using our services
• Offer knowledge sharing and internal support to local/global team

Qualifications

Required Experience/Qualifications:

• Bachelor’s degree or relevant technical experience
• Strong troubleshooting/debugging skills and a real passion for problem solving
• Excellent verbal and written communication skills
• Quickly evaluate information, and make quick decisions based on multiple factors
• Handle multiple service requests with strict time limits on an ongoing basis
• Ability to multi-task, continually re-prioritize cases and work under pressure
• Ability to work well as part of a team
• Although this is a software services support position rather than an IT Support post, general IT literacy is a prerequisite.
• Intermediate knowledge of a Programming language (C/C++, Perl, PHP, .Net, Java/Cold Fusion, ASP)

Preferred Experience/Qualifications:

• Customer Service Experience
• Demonstrable B2B Tier 2 level Technical Helpdesk experience 
• Experience within a SaaS environment
• Competency in a technical skillset, such as networking principles or coding
• Prior knowledge of online payments/ecommerce processing and/or banking industry is a plus.




Additional Information

WHAT YOU GET FOR WORKING AT VISA:

• Be part of an award winning support team recognized for its excellence in the industry
• Go through our full onboarding program ran by our own subject matter experts (current employees who volunteer to train new starters)
• An environment where highly-motivated employees thrive, with multiple opportunities to further their career
• Rewarding work environment
• Competitive salary with an annual performance and compensation to reward and retain high performers
• Access to Visa University’s library of training resources
























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