Job DescriptionThis is a hybrid role to be located in our Toronto, Canada office. Visa requires at least 3 days in office (details to be confirmed by the Hiring Manager).Interface with Elite Care primary team.Interface with customers via telephone, email, Teams sessions, CMS, etc.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 track them to resolution.Proactively provide regular and timely follow‑ups with customers, including recommendations, workarounds, updates, and action plans.Document action plans and progress in case tracking systems.Escalate complex issues to management as per internal processes and guidelines.Leverage internal technical expertise—peers, mentors, product documentation, knowledge base, community forums, and other tools—to provide the most effective solution to customer issues.Acquire 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 knowledge‑base articles/documentation to capture new learnings for reuse; contribute to theteam product knowledge‑base.Assist customers outside of normal business hours when required, including weekends and holidays.Provide onsite support at customer locations when required.Deliver knowledge transfer sessions to customers and/or internal team members.Reduce/deflect support request volume through education and proactive engagement with customers.Develop robust relationships with customer and technology teams.Conduct weekly, semi‑monthly, or monthly meetings with the Primary Elite Care team and customers for case reviews to identify issue trends and opportunities for corrective actions.Maintain a hybrid work schedule, alternating time between remote and office,



with the expectation of working from the office three days a week.QualificationsBasic Qualifications6+ years of relevant work experience with a Bachelors Degree, or 2+ years with an Advanced degree (Masters, MBA, JD, MD), or 0 years with a PhD.Preferred Qualifications8 years of experience in technical support or a related field.Excellent verbal and written communication skills in English.Good analytical and troubleshooting skills.Excellent problem‑solving skills.Strong software background, specifically coding with Java or other languages, and experience in web services.Experience with databases (Oracle, DB2, SQL, MySQL).Experience in cloud computing services.Experience with Linux/Unix operating systems.Experience debugging and troubleshooting web‑service‑based solutions.Experience working on large‑scale homogeneous or heterogeneous distributed systems with high‑availability requirements on virtual machines and/or physical server clusters.Ability to speak expertly and communicate clearly with customers.Ability to work well with demanding customers.Ability to understand urgency and sensitivity of customer cases.Compensation & BenefitsAnticipated compensation range: 105,710 CAD to 155,710 CAD per year, including sales incentive payments/annual bonus.Benefits include Medical, Dental, Vision, Employee Stock Purchase Program, Life Insurance, Paid Vacation, and Wellness Programs.Visa may use artificial intelligence when assessing and selecting candidates.Equal Employment OpportunityVisa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law. Visa welcomes and encourages applications from persons with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.#J-18808-Ljbffr

📌 Sr. Tech. Support Analyst - C$105,710 - C$155,710 A Year (Winnipeg)
🏢 Visa
📍 Winnipeg