Consultant Technical Solutions

What a Technical Solutions (Consultant) does at Visa:

The Technical Solutions team is tasked with supporting clients using the VCAS(Visa Consumer Authentication Solutions)/CCA(Cardinal Consumer Authentication) Platform an ACS and 3DS server leveraged by Issuer and Merchant respectively. As Technical Solutions (TS) you will be responsible for ongoing technical support of Risk and Identitys suite of datadriven authentication solutions. A successful TS will display high levels of business acumen relationship building and technical troubleshooting skills. They will possess the technical capacity to handle incoming inquiries and provide guidance best practice and resolution to our top tier customers.  A TS has a strong understanding of Risk and Identity Product Strategy and Vision and have the ability to drive of strategy by working in tandem with Risk and Identitys Sales Customer Success and Support teams as well as with inmarket Visa teams. Will act as Risk and Identity SME (tech sales integration support) for our customers In this role you are expected to:

• Act as inmarket Risk and Identity Technical SME for Level 2/3 issues functioning as a second level technical resource for best practice and Customer questions
• Act as First point of contact for strategic clients for priority issues.
• Ensure incoming support inquiries are handled & resolved in timely fashion and with highest level of Customer Service
• Liaise with Implementation and Solution teams on account expansion efforts.
• Support High Peak sales days like 11.11 etc and monitor the health of the key clients.
• Proactively monitor key accounts to identify trends understand performance anomalies and work to implement ongoing performance improvements
• Work with VCAS 24*7 team and provide oncall 24*7 support for key clients for priority issues.
• Assist Customers with:
  • Basic and advanced transaction research
  • Questions regarding Risk and Identitys Solutions and the authentication landscape in general
  • Technical issues and inquiries
  • Project work & enablement activities
• Assist Customer Success/Account Management Team(s) with
  • Performance/Transaction Monitoring and trending
  • Technical discussions/questions
  • Data extraction for QBR presentations
  • Relay RCAs. highlighting preventative measures that result from VCAS caused issues.
• Engage with Solution Engineering & Product Management as the customer advocate on product roadmap discussions feeding market feedback into Risk and Identity Centinel Product teams
• Per departmental guidelines keep Salesforce current
• Keep management informed of critical issues strategic opportunities and issue status
• Prepare and present any required reports to requestor and management as required
• Follow all established processes and procedures

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

Qualifications :

What you will need:

We are looking for an individual who brings breadth of experience a curiosity about payments is resultsdriven and client focused. As a candidate you should have:
Bachelors Degree in Business Finance Technology or equivalent discipline
5 years of successful technical support and/or relationship management experience
Experience working with data using TSQL
Advanced knowledge of authentication and payment brand transaction flows
Competitive awareness and proficient in explaining Risk and Identitys product and service differentiators
Ability to read/troubleshoot transaction and API logs
Demonstrated success in thinking strategically executing tactically while providing consistent and high levels of customer satisfaction and retention in a fastpaced environment
Drive results and successfully handle multiple priorities against tight deadlines
Proven ability to take initiative and work independently
Superior customer focus and drive for results
Ability to work in a virtual environment while travelling i.e. solid time management organization negotiation and influence skills
Demonstrated strong leadership capabilities and interpersonal skills
Excellent written and verbal communication in English
Ability to translate technical communications from engineers into client facing material
Candidate must be a selfstarter and have a strong collaborative working style to work in a global team environment
Strong selfmanaged organization skills including resolution management and follow through
High degree of proficiency in MS Office (Word PowerPoint Excel)
Client facing experience
What will also help:

Payments industry knowledge
Experience working in fast paced highgrowth start up environments a plus
Understanding of mobile payments including contactless payments online/remote payments QR Codes cloudbased payments and chip cards (contact and contactless)
Understanding of networking concepts and encryption protocols.
Programming experience Java HTML XML JavaScript SQL jQuery CSS AJAX HTML XSL Perl PHP

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.

Remote Work :

No

Employment Type :

Fulltime