Technical Account Manager - Token Service

Visa (Tokyo, 日本) フォロー 8時間前

Remote Friendly Other Asia Full-time Corrective Actions Debugging Technical Support Payment Industry Hybrid

今すぐ適用する

Company Description

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Job Description

Our mission is to provide technical support and solutions to our customers by handling the resolution of the incidents and problems on our products and services. We serve as an advocate for customers clients’ needs internally. We work closely with Development, QA, Product teams, and 3rd party product partners to ensure a superior technical support to our customers. We are product experts and we handle the majority of customer support requests relating to token products directly with clients or indirectly through Client Success Manager.

What a Technical Account Manager for Token Service Senior Technical Support Analyst - Token ID does at Visa:

Understand Token service provided for solution partners and issuers clients for their mobile payment (XPays) and other token products both from operational and technical perspective.
Communicate with clients to understand issues which clients are facing as well as impact to clients’ business.
Troubleshoot and reproduce the issues with clients with internal tool.
Bridge clients and internal Technology team via telephone, email, WebEx or Teams session if necessary
Provide prompt and accurate responses to customers within our SLA and log software defects for software developers to analyze the defects to analyze the defects to track them to resolution
Proactively provide regular and timely follow ups with customers clients with recommendations, workarounds, updates, and action plans
Document action plan and progress in case tracking systems
Escalate complex issues to management as per internally as appropriate based on established processes and internal 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
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)
Complete comprehensive customer site profile documents ensuring the customer’s infrastructure and architecture is documented
Develop strong relationship with customer and engineering teams
Conduct weekly, semimonthly, or monthly meetings with customers for case reviews to identify issue trends and opportunities for corrective actions

Why this is important to Visa

As a part of Client Services team, Technical Account Manager Customer support team provide product support for our customers. this service is vital for growing business and customers satisfaction.

Projects you will be a part of:

One of the largest token service projects not only for Visa transactions, but also for domestic and other network token including Type F
Optimize token related offering for issuers and cardholders

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

Qualifications

What you will need:

8 years of working experience in technical support or relevant field
Excellent verbal and written communication skills in Japanese and business level in English
Good analytical and troubleshooting skills
Experience in cloud computing services
Ability to speak expertly and communicate clearly with the customers.
Ability to work well with demanding large enterprise customers.
Excellent problem-solving skills.
Ability to understand urgency and sensitivity of customer cases.

What will also help:

Strong software background, specifically in coding with Java or other language, with experience in web services
Experience in Payment Industry especially for token related products
Experience in debugging and troubleshooting SaaS applications

Additional Information

Visa 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.