About Us
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.
Job Description
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 is accountable to 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, 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.
Assist customers outside of normal business hours, if required, including weekends and holidays
Provide onsite support at customer locations (if required)
Deliver knowledge tr
📌 Sr. Tech Support Analyst (Bogotá)
🏢 Visa
📍 Bogotá