Consultant, Technical Solutions at Visa

Job Description

The Technical Solutions consultant is a subject matter expert within the function, providing excellent technical support and acting as a consultant across all Visa products in their area of responsibility.

This role is responsible for providing consultation level expertise to internal and external clients primarily on Visa Risk Manager (VRM), Loyalty Solutions and Visa Resolve Online (VROL). The incumbent is also expected to expand their area on responsibility to include coverage of other products such as, Visa Analytics Platform (VAP), Visa Instalments (VIS), Visa Transaction Controls (VTC) and any other product that might be added. The role is also responsible for supporting CEMEA wide Payment Flow initiatives and product activations. The incumbent will work in collaboration with Client Resolution, Product, Implementation, Technology, Partners, and clients across all markets. The Technical solutions resources are expected to provide Global and product teams with market intelligence and product performance insights.  Projects and support cases will vary from moderate to complex depending on client or market maturity.

Additionally, the Technical Solutions Consultant will work cross functionally with peers from other regions using the follow the sun support model. The incumbent will demonstrate an in-depth technical knowledge of all products and services under the Platforms family representing all aspects of Visa technical support infrastructure. The incumbent will also develop and train team members and act as role model/leader within team.

Key Responsibilities.

• Manages strategic business relationships with clients and partners to accelerate speed to revenue for products and services across CEMEA.
• Collaborate with Product team to review and drive adoption of new products and services and translate the Visa technical requirements for our clients. 
• Provide technical and operational support to Visa clients and partners. Act as the voice of the client to other internal groups, including Product and Technical teams.
• Proactively resolve, own, and manage stakeholder communication on all business & technical problems on all platform products and services.
• Understand customer needs, business requirements, and priorities to develop solutions and recommendations based on business needs.
• Manage the on boarding, solutioning and support of detailed systems solutions for clients.
• Manage and troubleshoot escalated technical problems, interfacing with Product Development, and Operations teams. 
• Identify, troubleshoot, and resolve moderately complex processing, application usage, or business issues to exceed customer expectations.
• Promote and deliver consultancy and bespoke training to clients.
• Build and enhance positive working relationships with clients and partners to develop solutions and optimal way of working. 
• Lead client discussions, representing products and services from both a technical and business perspective.
• Manage technical communications with client’s technical team, project team, customer services team and senior executives.
• Identify, troubleshoot, and resolve queries relating to the Application Programming interfaces (APIs), XML files, SOAP REST and JSON messages.
• Identify, troubleshoot, and resolve moderately complex processing, application usage, or business issues to exceed customer expectations.
• Maintain strong relations amongst team, as well as with key stakeholders (Client Resolution, Client Success, Product, and Technology).
• Train and coach team members on products & services essential for day-to-day operations to ensure customer expectations are exceeded.
• Manage high priority incidents by taking full ownership, engaging with senior management for escalations and the ability to provide an Executive Summary to senior management.
• Designing and implementing tools, processes, and procedures (e.g. macros, database queries, reporting) to improve the team’s productivity and efficiency in handling client queries.
• Minimal travel may be required

Qualifications

•  Ideally educated to degree level, or equivalent in Computing or business-related subjects would be an advantage.
•  Ideally a minimum of 3 years’ experience of payment processing, ecommerce systems, Dispute Resolution or Risk management function.
•  Minimum of 3 years’ experience in a Customer support /Account Management role in financial services, software or information services
•  Intermediate-level knowledge of multiple programming / scripting languages. (Java, C/C++, Perl, PHP, etc.)
•  Ability to read, analyse, system Logs and error/exception handling logs.
•  Demonstrated success in customer relationship management
•  Able to convey technical and business issues and solutions to various internal and external audiences effectively to support organizational plans.
•  Understanding of key business metrics and how to use data to inform business decisions
•  Proven ability to manage complex technical systems across several products, platforms and services
•  Able to shift priorities and demonstrate a proactive willingness to influence others, and manage customer expectations
•  Familiar with Payment Industry Standards and their application
•  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
•  Enjoys learning about complex concepts and finding effective ways to communicate them in a clear, concise manner.
•  Willingness to travel
•  Comfortable using standard MS Office tools (e.g. MS Excel, PowerPoint, Word, Visio, etc.)