Consultant Advanced Technical Solutions

Overview: The Advanced Technical Solutions Consultant provides thirdline global support offering advanced technical assistance data collection validation and interpretation. This role involves managing the daytoday operations of the Advanced Technical Solution teams to ensure toptier technical service and support for clients. Responsibilities include analyzing and consolidating performance data supporting customer implementation and troubleshooting to contribute to VISA goals and initiatives. The team handles escalations related to Risk and Identity Solution products and maintains processes involving departments beyond Customer Support.

Key Responsibilities:

• Execute new service strategies set by leadership.

• Field escalated tickets from global Risk & Identity Support teams.

• Hire train and develop team members on Risk and Identity Solution products.

• Improve service quality productivity and customer communication.

• Support debug and troubleshoot existing applications and database issues.

• Manage highly technical escalations from clients and Customer Support teams.

• Participate in customer troubleshooting sessions.

• Reproduce test and analyze productrelated bugs.

• Maintain reports (SQL/MS Excel) to support data and KPI requirements.

• Identify patterns and trends in data to resolve inquiries.

• Design and develop automation tools and process improvements.

• Provide technical troubleshooting for systemwide issues.

• Develop software user interfaces using internal tools and frameworks.

• Document software troubleshooting for VRM and VAA.

• Execute Incident Management for priority client inquiries.

• Serve as a subject matter expert in Visa Protect Account to Account VRM Rules VCAS and CCA.

• Participate in new product pilots to ensure smooth transitions to Customer Support teams.

• Manage the Risk and Identity L3 knowledge base.

• Process customer feedback and bug reports.

• Ensure adherence to Customer SLAs for response updates and resolution.

Client Interaction and Risk Management:

• Interact with global teams to resolve issues affecting all client tiers.

• Lead the clientfacing Fraud and Risk Support Team.

• Manage complex fraud and risk events across various lines of business.

• Provide secondlevel fraud and risk expertise with proactive mitigation strategies.

• Understand and consult on complex processing platforms and tools.

• Analyze client trends to identify performance improvement opportunities.

• Drive client adoption of best practices and risk tools.

• Influence DPS revenue through new Risk Product discussions and client sales support.

• Document risk mitigation tactics and strategies for rapid client support.

• Develop client engagement plans and strategic relationships.

• Monitor systems for suspicious behavior and implement proactive alerts.

• Deliver Visa security alerts to reduce client risk.

• Present risk spotlights webinars and training sessions.

• Design and implement Flash Fraud Rules for internal and client support requests.

• Handle internal and external communications and updates.

• Collaborate with Product IT Legal Risk Security and Client Services teams.

• Identify and drive crossfunctional process improvements.

• Advocate for clients by identifying processing risks and optimization opportunities.

• Build and manage effective client relationships.

• Stay updated on industry and client trends and maintain knowledge of Visa products.

• Comprehend and manage complex client change requests and expectations.

• Lead event management for clientfacing and support teams.

• Track client interactions using Visas CRM tool.

Additional Responsibilities:

• Communicate effectively with internal and external customers.

• Collaborate with software engineering to identify root cause problems.

• Available for offhours oncall support when required.

• Perform other duties as assigned by management.

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

Qualifications :

We are looking for an individual who brings a breadth of experience a curiosity about payments is resultsdriven and client focused. As a candidate you should have:

Education and Experience:
University degree or equivalent experience
5 years in a customer support role within software financial ecommerce or information services industries
Background in diagnosing reporting tracking and resolving software issues
Experience with File Transfer SFTP
Proficiency in various programming languages and environments (Windows Linux)
Experience with TSQL and basic network troubleshooting
Programming expertise in C# Java HTML XML JavaScript SQL jQuery CSS AJAX Perl PHP

Skills and Abilities:
Excellent written and verbal communication
Strong analytic and data mining skills
Ability to manage multiple projects and prioritize tasks effectively
Demonstrates urgency attention to detail and quality focus
Selfstarter with initiative resourcefulness and willingness to learn new programs
Ability to work with crossfunctional and virtual teams
Proven problemsolving skills and ability to manage multiple priorities
Strong interpersonal skills with the ability to negotiate and influence at all levels
Proficient in presenting technical and business issues and solutions to various audiences
Excellent time management organization and planning abilities

Additional Preferences:
Experience with VISA products and services clientfacing fraud support and consultation
Proficiency in providing technical and consultative support to customers
Previous experience in risk products clientfacing support and consultation
Advanced proficiency with Visa DPS risk tools and Microsoft Office tools (Excel Visio PowerPoint)
Willingness to work offhours and weekends as necessary
Team player with a positive attitude and ability to contribute to team success.

Bonus Experience:
Consulting experience
Ecommerce industry experience
Understanding of VISA Risk & Identity products and services
Incident Management experience

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