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Job Description

Technical Solutions is a team of subject matter experts within the Client Services function. The role of Consultant in Technical Solutions is about providing in-depth technical support to resolve client issues as well as providing consultancy across all VROL products and services.

Technical Solutions sits at level 3 of the support model and resolves highly complex issues.  This position will provide day-to-day support to clients in the financial payment’s ecosystem. Duties of the role include; taking ownership of the client’s issue, working with other internal or external parties to resolve, whilst ensuring the client’s expectations are not only met but exceeded.  Additionally, a Consultant in Technical Solutions will develop and train team members across the Client Services, especially upskilling level 1 and level 2 support functions.

Responsibilities:

• Utilising exceptional analysis and problem-solving skills to resolve Visa Resolve Online and RTSI technical problems. 
• Provide timely and effective support to customers via phone and email, ensuring high levels of customer satisfaction.
• Proactively acquire and enhance all necessary technical expertise for the role, including through self-directed learning to keep up with industry developments.
• Work closely with other technical teams to escalate and resolve complex issues.
• Manage workflow assignments independently, taking the initiative to resolve problems and meet deadlines.
• Maintain accurate records of issues, solutions, and customer interactions in the case logging tool.
• Develop effective working relationships with external and internal clients and achieve the required client satisfaction metrics.
• Contribute to the continuous improvement of support processes and procedures.
• Manage technical communications with client’s technical team and customer services team. 
• Suggest and follow through on system enhancements driven by client and business needs.
• Maintain strong relationships with team members and key stakeholders (Client Success Managers, Product, Ops, and IT).

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

• Computing or business-related subjects would be an advantage
• Proven experience of processing systems and services, and their practical application
• Proven 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
• 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 API’s preferred
• Strong verbal, written, presentation and interpersonal skills are required
• Able to set priorities, influence others, and manage customer expectations
• Languages preferred but not required

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.