Sr. Consultant, Technical Solutions - sCSM

The Technical Solutions team is tasked with supporting clients using Visas dispute platform (Visa Resolve Online VROL). Support includes but is not limited to troubleshooting User Interface Batch File and API (SOAP and REST) issues. Read on though it gets more interesting.

As a Sr. Consultant Technical Solutions you will be responsible for providing integration and post-launch support to Acquirers Issuers Third Parties and internal Visa partners. You will be expected to handle escalated support requests and work with other teams inside and outside Visas Client Support Services (CSS) organization. A Sr. Consultant Technical Solutions is responsible for acting as a subject matter expert a consultant trainer and mentor to colleagues across the organization.

This is not just an issue in issue out kind of job. We are looking for creative troubleshooters who want to join us in our efforts to modernize how we work and to affect change throughout the organization. We are moving from a waterfall reactionary model to a more agile model where we proactively work with our clients to address their business needs.

The ideal candidate will be one part Business Analyst one part Technologist a dash of Product Manager and have serious Customer Service chops.

Essential Functions

• Act as primary technical point of contact for medium to high complexity clients stakeholders and implementation/consulting projects.
• Manage and troubleshoot escalated technical problems work with Development Product Operations and Client technical/business teams with a high degree of independence.
• Owns and drives to completion solutions for emergent or novel problems.
• Understand industry trends that affect supported products and services and how clients are impacted.
• Brings and educates on Voice of the Customer to the team.
• Provide technical implementation assistance to developers.
• Perform business analytics and performance monitoring of key client(s). 
• Educate clients on how enhancements and services benefit their business.
• Represent team to other depts: Sales Operations Product and Development
• Partner with Sales to build relationships with technical/business contacts across account portfolio.
• Build deep product knowledge in VROL products and services.
• Create edit and distribute client notifications and communications.
• Awareness/improvement on individual and team metrics.
• Provides metric-based insight to team. 
• Proven ability to visualize and communicate the story around data.
• Consultative team-oriented diplomatic and results driven.
• Commit to and deliver value as part of a Scrum team.
• Commit to being part of and fostering a sense of team. 

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

Qualifications :

Basic Qualifications
8 or more years of relevant work experience with a Bachelor Degree or at least 5 years of experience with an Advanced Degree (e.g. Masters MBA JD MD) or 2 years of work experience with a PhD

Preferred Qualifications
9 or more years of relevant work experience with a Bachelor Degree or 7 or more relevant years of experience with an Advanced Degree (e.g. Masters MBA JD MD) or 3 or more years of experience with a PhD
A track record of strong customer focus and client-facing experience.
A self-starter with strong organization and resolution management skills.
Strong leadership capabilities and interpersonal skills.
Strong problem-solving skills.
Deep understanding and experience with technical concepts.
Curious.
Eager to learn. Eager to teach and share knowledge.
Excellent written and verbal communication skills.
6 years of Payment Industry experience.
4 years of disputes experience.
Experience supporting Applications and Application Users.
Scrum-certified or extensive experience with Scrum/Agile methodologies.
Programming experience with web-based technologies. E.g. Java HTML XML JSON REST/SOAP.
Experience with SharePoint JIRA and/or Wikis (Confluence).
Experience working with cross-functional/cross-departmental teams.
Experience with creating documentation and/or high-quality presentations.
Executive-level written/verbal communication/interaction skills.

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.

Visa welcomes and encourages applications from persons with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

Remote Work :

No

Employment Type :

Full-time