Consultant, Technical Solutions

Job Description And Responsibilities The Technical Solutions Consultant is an individual contributor role responsible for providing technical expertise, product consultation and problem resolution. This individual will primarily work with Visa’s Financial Institutions, technology partners, as well as internal product and IT operational teams. This is a customer facing role and this person will work as the functional / technical specialist to educate, inform, and solve complex problems for several Visa platforms. Responsibilities: Provide technical consultation and problem resolution to clients Identify and remove operational reasons for non-acceptance of card payments, partnering with both internal and external stakeholders to drive resolution Build and enhance positive working relationships with key clients and internal stakeholders. Monitor and analyze key trends with live merchants and partners, escalating internally where appropriate Utilize CRM tool to respond to client inquiries, providing prompt response, status and keeping client updated throughout the incident As part of regional product SME, keep peers and relevant stakeholders informed and provide updates Act as liaison for the client by working with key internal teams including Technology & Operations, Product, Customer Success, and other business leaders. Engage Technology and Product organizations to regularly review and identify permanent solutions to frequently encountered operational issues. Educate and train clients on best practices for all supported services Represent complex customer change requests, system, or operational requirements negotiate and manage expectations internally and externally. Proactively notify clients regarding any widespread or business critical problems with the application, Stay current with Visa products, releases and inform / educate clients as needed on latest enhancements  Follow the Sun support and or 24×7 on call, as appropriate. This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs. Qualifications Basic Qualifications • 5 years of relevant work experience with a Bachelor’s Degree • 2 years of successful technical support and/or relationship management experience. • Ability to work in a virtual environment i.e. solid time management, organization, negotiation and influence skills. Significant experience in a customer support role in financial services, payment card, software or information services. • Excellent verbal, written, and interpersonal skills are required. • Broad operational experience of credit cards solutions and good working knowledge of payments network and processing services • Must be a self-starter with proven abilities in organizational and logical problem solving. • Customer focus with proven ability to establish productive working relationships with staff and management at all levels. • Ability to set priorities and manage customer expectations. Work both as part of a team and independently. • Experience with fraud detection or risk management tools. • Strong technical aptitude with the ability to absorb technical information and apply to business solutions. • Proficiency providing technical and consultative support to external customers and identify business needs. • Fluent speaking in Spanish and English • Knowledge in Authorization and Settlement, processing technology and implementation methods • Ability to read and troubleshoot transaction logs. • Demonstrated success in in thinking strategically, executing tactically while providing consistent and high levels of customer satisfaction and retention in a fast-paced environment Preferred Qualifications: • 6 or more years of work experience with a Bachelor Degree or 4 or more years of relevant experience with an Advanced Degree e.g. Masters, MBA, JD, MD • Spanish • Familiarity of technical concepts, APIs, programming languages, or markup languages 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.

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