About Visa:

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. CyberSource, a Visa company, has been and continues to be a pioneer within the e-Commerce Payment Management world. Our VisaNet network is capable of handling over 65,000 transaction messages 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.

Client Support Services (CSS) provides industry-leading operational support to Visa’s clients around the world. With our deep knowledge and expertise, we are a key internal partner to product and technology, bringing the voice of the customer into the design, development and successful deployment of Visa products and services. In addition to supporting client implementation of Visa products and services globally, CSS is also responsible for a host of critical services that support the broader Visa organization and clients, including: Visa Rules management, cardholder disputes, compliance, client testing and configuration, and client tools. The team also provides support for Visa’s DPS,  CyberSource and Authorize.net businesses. Across time zones and borders, we provide clients with a comprehensive set of services including on-behalf-of contact center support to the end consumer and merchant. We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.

The Senior TAM will report directly to the Director, Enterprise Support LAC and should be considered a go-to resource for Enterprise CS within region. This role has no team lead responsibilities.

Principle Responsibilities:

• Contact each assigned account a minimum of once per month to ensure their support needs are being met and no open issues remain
• Perform a high-level transaction review for top 10 volume accounts a minimum of twice per month
• Notify accounts in advance of a code release adding functionality and/or changes to the services they utilize
• Perform account training and/or retraining functions as needed. This training is to ensure that assigned accounts are familiar with and comfortable with new and updated services
• Monitor support traffic to watch for areas requiring intervention and/or follow up
• Maintain a "team" approach with Sales on assigned accounts. Notify of any potential issues or opportunities
• Maintain a high availability to all accounts
• Maintain ownership and account update on escalated tickets until the issue is resolved

• Bachelor's degree or relevant technical experience 
• Intermediate-level knowledge of multiple programming / scripting languages. (Java, C/C++, Perl, PHP, etc.) 
• Strong troubleshooting/debugging skills 
• Customer Service Experience with specific and well-formed knowledge of customer support tools and processes
• Experience of being an escalation point for internal team queries 
• Experience of effective cross-functional collaboration between technical, service delivery, support & commercial facing teams
• Well organized and detail-oriented with a strong background in exceeding customer expectations 
  Exceptional verbal and written communication skills 
• Fluent in both written and verbal Portuguese and English. Spanish a plus
• Ability to multi-task, continually re-prioritize cases and work under pressure 
• Ability to work well as part of a team and collaborate with others at all organizational levels 
• Experience of working as part of a global support team

All your information will be kept confidential according to EEO guidelines.

“Visa will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of Article 49 of the San Francisco Police Code.”