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Job Type
Job Details
- Check, conduct and monitor the quality of new client’s direct connection to VisaNet
- Prepare, execute and check the results for direct connection testcases
- Monitor, inspect and propose measures to correct or improve client’s direct connection to Visanet including on-us
- Develop expertise in Visa Monitoring Tools (TLC, Vitalsigns,…)
- Identify, troubleshoot, and resolve queries relating to Visa Interfaces (VIP and eventually BASE II).
- Support clients to successfully handle their dispute management on the Visa Resolve Online (VROL) platform
- Responsible for own work flow assignments and must be able to take the initiative to resolve problems and meet deadlines
- Utilising exceptional analysis and problem solving skills to resolve technical problems by applying own understanding and in-depth knowledge of Visa services for specialised areas
- Develop expertise in a number of Visa products to become a respected subject matter expert within the company (including VisaNet’s APIs)
- Take ownership of high severity incidents and engage with senior management for escalation and communication purposes
- Identify, troubleshoot, and resolve complex processing, application usage or business events
- Develop effective working relationships with external and internal clients and achieve best in class customer satisfaction targets
- Take training courses to broaden the knowledge of Visa’s processing systems and the payment ecosystem
- Manage technical communications with clients’ technical teams, project teams, customer services teams and senior executives
- Maintain and cultivate strong relations amongst the team and other key departments within the company
- On rare occasions provide out of hours support in a stand-by capacity
- Travel may be required
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
Ideally educated to degree level, or equivalent. Computing or skills in:
• Processing related subjects would be an advantage
• Ideally a minimum of 10 years’ experience of processing systems and
services, and their practical application in the Spanish market.
• Minimum of 5 years’ experience in a customer support /Account Management
role in financial services, software or information services
• Proven ability to manage complex technical systems across a number of
products, platforms and services
• Ability to comprehend and translate technical information and apply to
business solutions
• Familiar with Payment Industry Standards and their application
• 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
• Demonstrated success in customer relationship management
• Understanding of the Spanish ISO8583 standards
• Strong verbal, written, presentation and interpersonal skills are required
• Able to set priorities, influence others, and manage customer expectations
• Willing to travel
• Experience using standard MS Office tools (e.g. MS Excel, PowerPoint, Word,
Visio, etc.)
• Strong business and data analysis skills
• Functional Project Management experience
• Strong presentation skills
• Spanish native speaker
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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