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Sr Tech Support Specialist
hace 4 meses
Company Description
What we do
Member of the Visa family since its acquisition in November 2020, YellowPepper's proven platform, Yepex®, enables issuers to easily launch card and account agnostic real-time payments solutions (P2P, P2M, and Cross-Border, among others) while providing value added services such as tokenization, identity validation and risk tools to deliver a complete transaction and service offering. The company is creating the Next Generation Payment Ecosystem to help financial institutions, retailers, and their customers to transact digitally, with security, anytime and anywhere. Operating in 11 countries, the Miami-based global company currently serves 50 clients and 6 million monthly active users.
Our Vision
Create the foundation of the Digital Economy to enable the best and most secure everyday life experience.
Our Mission
To create the next generation Payment Ecosystem to simplify people’s lives
**Job Description**:
**Responsibilities**:
- Working directly with our customers, provides timely responses and resolutions to Tier 1 customer support requests, ultimately resulting in high customer satisfaction
- Performs diagnosis using documented procedures, troubleshooting techniques and approved tools to solve Tier 1 technical issues
- Ensures that all support activity is logged with complete information into the ticketing tool and assigned with appropriate category and priority
- Contribute quality content to our support knowledgebase
- Collaborate with internal teams to provide tailored support solutions
- Collaborate with key partners in the company
- Makes moderate adjustments and proposes minor improvements to processes, systems, or products; innovates
- Accountability
**Qualifications**:
Basic Qualifications:
- Technical degree or equivalent experience
- 4+ years of technical customer support experience, working directly with external customers
- Ability to communicate technical problems and issues succinctly and clearly
- In-depth knowledge of network protocols and standards (e.g. TCP, LDAP, DNS, SSH)
- Exceptional analytical & customer service skills
Preferred Qualifications:
- Experience and knowledge of administering Linux based systems and bash scripting
- Knowledge and experience of cloud-native services
- Performance monitoring
Languages: Spanish: Fluent English: B2
Software and Programs: Jira, Office licensing, GCP accounts and/or AWS accounts, Active Directory, Antivirus, SolarWinds, Slack, Nagios, SQL knowledge
Additional Information
**Work Hours**: Varies upon the needs of the department.
**Travel Requirements**: This position requires travel 5-10% of the time.
**Mental/Physical Requirements**: This position will be performed in an office setting. The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.
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.
Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.
