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

Technical Solutions Consultant, Client Services

The Technical Solutions Consultant is a subject matter expert within the function, providing excellent technical support and acting as a consultant across all Visa product and services. This role is responsible for identifying and resolving client issues of difficult complexity.  This position will provide day-to-day support to financial institutions which includes responding to customer inquiries while ensuring customer expectations are exceeded.  Additionally, the Technical Solutions Consultant will develop and train team members and act as role model/leader within team.

The Technical Solutions Consultant will demonstrate an in-depth technical knowledge of all products and services, representing all aspects of Visa technical support infrastructure.

What we expect of you, day to day.

• Responsible for own workflow assignments and must be able to take the initiative to resolve problems in a timely and professional manner.

• Utilising exceptional analysis and problem-solving skills to resolve technical problems, by applying own understanding and in-depth knowledge of Visa services for one of the specialised areas, such as authorisation, clearing and settlement, and digital products and services including Visa Token Service and Visa Direct.

• Take ownership of high severity incidents and engage with senior management for escalation and communication purposes. 

• Identify, troubleshoot, and resolve queries relating to the Application Programming Interface (API), XML files, SOAP REST and JSON messages.

• Identify, troubleshoot, and resolve moderately complex processing, application usage, or business issues.

• Develop effective working relationships with external and internal clients and achieve the required Net Promotor Score (client satisfaction) target.   

• Provide in breadth expertise across several other key Visa Products and Services

• Proactively resolve and manage stakeholder communication on all business & technical problems.

• Build and enhance positive working relationships with clients and partners to develop solutions and optimal way of working.

• Manage technical communications with client’s technical team, project team, customer services team and senior executives.

• Maintain strong relations amongst team, as well as with key stakeholders (Client Success Managers, Product, Ops, and IT).

• Minimal travel may be required.

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

• Ideally educated to degree level, or equivalent. Computing or business-related subjects would be an advantage.
• Extensive experience of processing systems and services, and their practical application.
• Extensive experience in a customer support /Account Management role in financial services, software or information services.
• Proven ability to manage complex technical systems across a number of products, platforms and services.
• Ability to comprehend and translate technical information and apply to business solutions.
• Self-starter with a demonstrated ability to achieve results as part of an effective team, and ability to effectively prioritize and multi-task under deadlines.
• Demonstrated success in customer relationship management.
• Understanding of API’s.
• Strong verbal, written, presentation and interpersonal skills are required.
• Able to set priorities, influence others, and manage customer expectations.
• Experience using standard MS Office tools (e.g. MS Excel, PowerPoint, Word, Visio, etc.).
• Languages preferred but not required.

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.