Technical Solutions Consultant - VROL

What is it all about

• Proactive Issue Management: Take ownership of client issues from start to finish ensuring their expectations are exceeded by utilizing exceptional problem-solving skills to resolve technical problems related to Visa Resolve Online (VROL) and RTSI.
• High-Quality Support: Provide timely and high-quality support via phone and email ensuring exceptional customer satisfaction and maintaining accurate records of issues solutions and interactions in the case logging tool.
• Effective Collaboration: Collaborate closely with internal technical teams to escalate and resolve complex issues and communicate effectively with clients technical and customer service teams.
• Continuous Learning: Stay current with industry developments and enhance your technical expertise through self-directed learning contributing to the continuous improvement of support processes and procedures.
• Strong Relationships: Develop and maintain strong working relationships with external and internal clients and key stakeholders including Client Success Managers Product Ops and IT to achieve high client satisfaction metrics and manage workflow assignments independently.
• System Enhancements: Identify and advocate for system enhancements based on client and business needs and follow through on these enhancements.
• Mentoring and Training: Train and mentor team members across the Client Services organization particularly in level 1 and level 2 support functions.
• Prioritization and Multi-tasking: Effectively prioritize and multi-task under deadlines managing technical communications with clients technical teams and customer services teams.
• Technical Expertise: Proactively acquire and enhance necessary technical expertise for the role staying current with industry developments.

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

Qualifications :

What were after...

Proven experience of using/supporting Visa Resolve Online and/or RTSI
Proven experience in a customer support role in financial services
Proven experience of processing systems and services and their practical application
Proven ability to manage complex technical systems across multiple products platforms and services.
Ability to comprehend and translate technical information and apply to business solutions
Self-starter with a demonstrated ability to achieve results as part of an effective team and ability to effectively prioritize and multi-task under deadlines
Strong verbal written presentation and interpersonal skills are required
Able to set priorities influence others and manage customer expectations
Languages preferred but not required
Ideally educated to degree level or equivalent.
Understanding of APIs preferred but not essential

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 :

Full-time