# Technical Support Specialist

**Company**: Visa
**Location**: CO - Bogota
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Category**: Customer Service
**Industry**: Technology

**Apply**: https://visa.wd5.myworkdayjobs.com/en-US/Visa/job/CO---Bogota-Colombia/Sr-Tech-Support-Analyst_REF089221W?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_24a1b089-83d

## Description

We are seeking a Technical Support Specialist to join our team in Toronto, Canada. As a Technical Support Specialist, you will interface with Elite Care primary team and customers via telephone, email, Teams sessions, and CMS. Your responsibilities will include:

- Troubleshooting, reproducing, debugging, and diagnosing customer issues

- Providing prompt and accurate responses to customers within our SLA

- Logging software defects using a bug tracking system and working closely with technology and product teams to analyze the defects and track them to resolution

- Proactively providing regular and timely follow-ups with customers with recommendations, workarounds, updates, and action plans

- Documenting action plans and progress in case tracking systems

- Escalating complex issues to management as per internally established processes and guidelines

- Leveraging internal technical expertise to provide the most effective solution to customer issues

- Acquiring the required product knowledge and staying up-to-date with product updates

- Building and maintaining test environments and tools for troubleshooting and testing

- Creating new internal or external knowledgebase articles/documentation to capture new learnings for reuse

- Assisting customers outside of normal business hours, if required, including weekends and holidays

- Providing onsite support at customer locations, if required

- Delivering knowledge transfer sessions to customers and/or internal team members

- Reducing/deflecting Support Request volume through education and proactive engagement with customers

- Developing strong relationships with customer and technology teams

- Conducting weekly, semi-monthly, or monthly meetings with Primary Elite care team and customers for case reviews to identify issue trends and opportunities for corrective actions

This is a hybrid position, requiring 3 set days in the office per week, with the expectation of being in the office 50% or more of the time based on business needs.

## Skills

### Required
- Java
- web services
- databases (Oracle, DB2, SQL and MySQL)
- cloud computing services
- Linux/Unix operating systems
- debugging and troubleshooting Web Service based solutions

### Nice to have
- 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

---

Source: [Apply at visa.wd5.myworkdayjobs.com](https://visa.wd5.myworkdayjobs.com/en-US/Visa/job/CO---Bogota-Colombia/Sr-Tech-Support-Analyst_REF089221W?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)