Sr. Application Support(Junior Level) - job 1 of 2

As a Sr. Application Support professional with Visa, your primary responsibilities include providing first-level support for client issues, monitoring critical services such as APIs and servers, and ensuring the incident management process is smoothly followed. You'll work closely with various teams to resolve errors and escalate more complex issues, all while delivering exceptional customer service.

Candidates applying for the Sr. Application Support role at Visa should possess a strong background in IT support, particularly within application monitoring and troubleshooting. Excellent communication and time management skills are essential, along with the ability to work collaboratively across teams. Familiarity with digital payment systems and an aptitude for quick problem-solving will also be highly valued.

The Sr. Application Support position at Visa involves a rotating 12-hour shift schedule, which may include weekdays, weekends, and holidays. You’ll follow a structure of two on, two off, and three on one week, then two off, two on, and three off the next week. This schedule is designed to ensure comprehensive coverage of our critical operational support.

Working as a Sr. Application Support at Visa means being part of a collaborative and dynamic work environment. You will be stationed on-site at our Ashburn location, working closely with teams across different levels. Expect to engage in fast-paced scenarios that require attention to detail and quick thinking, making each day varied and exciting!

In the Sr. Application Support role at Visa, you’ll provide hands-on support to clients by investigating and resolving issues quickly. You will interact with clients through phone calls and emails, logging issues and ensuring effective communication throughout the troubleshooting process to maintain high service quality and customer satisfaction.

When prioritizing tasks, I assess the urgency and impact of each incident on our clients' operations. I focus on high-severity issues first, ensuring proper escalation while providing timely updates to affected stakeholders. Maintaining organization through ticketing tools and effective time management helps me stay efficient.

In my previous roles, I regularly monitored server performance and API functionality, utilizing monitoring tools to detect anomalies. I ensured prompt investigation and troubleshooting of any identified issues, collaborating with cross-functional teams to implement effective resolutions.

To guarantee excellent customer service, I always put myself in the client's shoes. I focus on clear communication, provide updates during the troubleshooting process, and follow through until the resolution is achieved. Being active is essential, and I strive to be approachable and supportive in every client interaction.

In a situation requiring escalation, I ensure I have all relevant information about the issue at hand, including timestamps, error messages, and the steps already taken to resolve it. I communicate clearly with the advanced support team, providing them with a complete overview to facilitate a swift resolution.

Teamwork in a multi-location setup demands clear communication and a collaborative mindset. I prioritize the use of collaboration tools to stay connected with my peers, participate in regular team meetings, and maintain a friendly rapport. Building trust among colleagues is key to achieving common goals.

At my previous job, I encountered a critical server failure during peak hours. I quickly identified the issue and worked with the team to implement a backup solution. By communicating effectively with clients and providing ongoing updates, we minimized the impact of downtime and restored service promptly.

I stay updated with industry trends by participating in webinars, reading tech blogs, and engaging with professional networks. I also invest time in online courses to sharpen my skills, which helps me to stay relevant and provide better support functions in my role.

I am drawn to Visa's commitment to innovation and excellence in financial technology. The chance to be part of a leading organization in digital payment solutions aligns with my career aspirations. I believe my skills would significantly contribute to ensuring operational excellence while enhancing customer experiences.

Effective incident management relies on a structured process. I prioritize incidents based on severity, ensure timely communication to all stakeholders, and follow documented procedures for logging and escalating issues. Continuous follow-ups until resolution are crucial to maintaining trust and service quality.

In dealing with a frustrated client, I focus on empathy and active listening. Understanding their concerns allows me to address them directly and provide reassurance that we are committed to resolving the issue. Maintaining a calm demeanor while managing expectations is crucial for diffusing tension and building trust.