Consultant, Technical Solutions

The Consultant Technical Solutions position resides in the Client Services organization. This role is tasked with supporting external and internal clients using Visa Digital products and services. These services include but are not limited to Visa Token Service Visa Installments Visa Transaction Controls and Visa Click To Pay.

As a Technical Consultant you will be responsible for providing support during preand postlaunch phases of integration projects engaging merchants processors FinTech developers and partners across the Global Enterprise MidMarket and Small Business channels.  This will include post launch escalation management integration operational in production environment. You will be expected to handle escalated support requests working with cross functional teams inside and outside the Client Support Services organization. 

As Technical Consultant in coordination and under the guidance of Senior Consultants and management you will also be expected to become a subject matter expert on relevant topics a trainer and mentor for new team members hired in the organization.

About Visa Token Service: The Visa Token Service is a security technology that replaces sensitive payment account information found on payment cards such as the 16digit account number expiration date and security code with a unique digital identifier that can be used to process payments without exposing actual account details.  Token service allows financial institutions merchants and valueadded partners to develop new payment and commerce platforms. With a complete set of tools specifications APIs and SDKs Visa Token Service secures mobile and digital transactions

About Click to Pay:  For consumers and online retailers Click to Pay offers an easy and secure way to pay online. Enrolling in Click to Pay is intuitive and simple and shoppers can use any Visa debit or credit card or even other branded cards to make purchases from a PC mobile device or within a mobile app. Once enrolled shoppers simply provide their username and password to complete the payment process without ever having to leave the merchants website.

About Visa Installments Service:  VIS enables flexibility and convenience to cardholders beyond traditional credit by providing simple and transparent payment options helping manage their spend on the trusted Visa network.  

About Visa Transaction Controls:  Visa Transaction Controls empower cardholders to manage their spending through mobile and web platforms ensuring enhanced financial control through near realtime notifications to enhance security keep cardholders informed about their transactions and ensure awareness of account activities.

Main Job Tasks and Responsibilities

• Provide technical implementation assistance to clientside developers
• Act as the single point of technical contact for assigned merchant and partner accounts
• Manage and troubleshoot escalated technical problems interfacing with Product Development Product Management and/or Operations teams
• Set and manage customer expectations effectively through regular communication or updates on progress delivering the highest level of customer satisfaction.
• Provide consistent high quality and reliable customer service in a manner that will contribute to client retention elevation of NPS (Net Promotor Score) and organizations key objectives and results.
• Coordinate effectively with Customer Success Managers Product Engineering Infrastructure and Security teams
• Manage high business impact escalations emergency situations during regular and occasionally during off work hours from clients or internal stakeholders when necessary ensuring timely communication coordination to help drive resolution.
• Perform business analytics to help monitor and optimize services performance for merchants and partners
• Provide eCommerce and payment acceptance consultative guidance and bestpractices to merchants and partners
• Educate clients on how ongoing enhancements of Visa services may benefit their business
• Create edit and distribute client notifications and communications associated with various integration services
• Capture in the Customer Relationship Management system details of work performed all the communication associated with project or issue including time or effort expended in a timely manner.
• Participate in requirements design and roll out of new products and services
• As a voice of customer represent Client Services to other organizations within the company including sales operations product management and product development
• Partner with Sales to build relationships with technical and business contacts across the account portfolio
• Clientfacing or internal travel (international and domestic) Approx. 20%

Key Knowledge Domains

• Credit card payments and payment systems
• eCommerce industry
• Mobile payments and app development
• Web technologies and systems

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

Qualifications :

Basic Qualifications:

Experience

5 or more years of relevant work experience with a Bachelors 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

English language fluency verbal and written required

Experience working with ecommerce platforms shopping cart technologies and/ or payment service providers (gateways)

Understanding of mobile payments and architecture including NFC TSMs OTA secure elements contactless payments online/remote payments QR Codes cloud based payments and chip cards (contact and contactless).

Experience with webbased software development technologies: PHP ASP .NET JavaScript HTML XML JSON REST APIs

Knowledge

Manage high business impact escalations emergency situations during regular and occasionally off work hours from clients or internal stakeholders when necessary ensuring timely communication coordination to help drive resolution

Ability to query database (SQL NoSQL) or to learn quickly

Understanding of Web Security: SSL HTTPS Hash algorithms JWSJWE Encryption technologies

Familiarity with PCI DSS

Skills

Leadership capabilities and strong interpersonal skills in a team environment

Strong problemsolving skills

Client facing experience with effective written and verbal communication skills

Selfstarter with disposition to work independently in a dynamic fastpaced setting by managing concurrent priorities and deadlines efficiently

Executivelevel written and verbal communication and customer interaction skills

Strong organization and time management skills to balance multiple client accounts and technical projects concurrently

Adopter champion of emergent technologies such as Gen AI methodologies such as Agile and Scrum

Strong in using effectively collaboration and documentation tools such as video collaboration Emails Office suite of products such as PowerPoint Word Excel and others

Preferred Qualifications:
6 or more years of work experience with a Bachelors Degree or 4 or more years of relevant experience with an Advanced Degree (e.g. Masters MBA JD MD) or up to 3 years of relevant experience with a PhD

7 years indepth technical experience such as customer support software development or web development

Experience with data analysis is a strong plus

Experience with analytics tools (e.g. MicroStrategy Tableau) would be a bonus

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