Consultant Technical Solutions

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 crossfunctionally with peers from other regions using the follow the sun support model. The incumbent will demonstrate an indepth 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 clients 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 daytoday 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 teams 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 :

Ideally educated to degree level or equivalent in Computing or businessrelated subjects would be an advantage
Ideally a minimum of 3 years experience of processing/ecommerce systems and services and their practical application
Minimum of 3 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
Selfstarter with a demonstrated ability to achieve results as part of an effective team and ability to effectively prioritize and multitask 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.

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