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 on all Risk, Identity and Loyalty solutions. This includes but is not limited to products and services such as 3DS Authentication, Visa Cardholder Authentication service (VCAS), Visa Risk Manager (VRM), Visa Protect Account to Account, Visa Merchant Loyalty Solution, Visa Loyalty Platform Service, Cardinal Consumer Authentication.
• The incumbent will be responsible for managing cases and escalations from other work groups within the CS Organization, relating to the Risk, Identity and Loyalty Solution product offerings, as well as supporting CEMEA wide initiatives, product activations, and accelerating time to revenue. They will work in collaboration with Client Resolution, Product, implementation, technology, and clients across all markets.
• The Technical solutions resource will also provide Global and regional teams with market intelligence and product performance insights.  Projects and support cases will vary from moderate to complex depending on client and 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 RaIS & Loyalty, 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 to review and drive adoption of new Risk, Identity and Loyalty solutions 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 Risk, Identity and Loyalty products and services.
• Understand customer needs, business requirements, and priorities to develop solutions and recommendations based on business needs
• Manage and troubleshoot escalated technical problems, interfacing with Product Development, Product Management, and/or 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
• This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

Qualifications
Basic Qualifications

• 5+ years of relevant work experience with a Bachelor’s Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of work experience with a PhD, OR 8+ years of relevant work experience.

Preferred Qualifications

• Ideally educated to degree level, or equivalent in Computing or business-related subjects would be an advantage
• Ideally a minimum of 5 years’ experience of processing/ecommerce systems and services, and their practical application
• Minimum of 5 years’ experience in a customer support /Account Management role in financial services, software or information services
• Experience with SFTP, API integration, JSON feed, error/exception handling
• Functional Project Management experience
• Demonstrated success in customer relationship management
• Able to convey technical and business issues and to 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
• Languages preferred but not required
• Proven ability to manage complex technical systems across a number of 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.)