Tech Support Team Lead
Onsite
Bogota, Colombia
Bogota, Colombia
Full Time
Job Type
Full Time
Job Details
Job Description What we do Member of the Visa family since its acquisition in November 2020, YellowPepper's proven platform, Yepex®, enables issuers to easily launch card and account agnostic real-time payments solutions (P2P, P2M, and Cross-Border, among others) while providing value added services such as tokenization, identity validation and risk tools to deliver a complete transaction and service offering. The company is creating the Next Generation Payment Ecosystem to help financial institutions, retailers, and their customers to transact digitally, with security, anytime and anywhere. Operating in 11 countries, the Miami-based global company currently serves 50 clients and 6 million monthly active users. Our Vision Create the foundation of the Digital Economy to enable the best and most secure everyday life experience. Our Mission To create the next generation Payment Ecosystem to simplify people’s lives. What’s it all about? Yellowpepper has an opportunity for a Technical Solution (TS) in Client Services. The Technical Solutions Team Lead is a subject matter expert within the YellowPepper Client Services team at Visa and provides excellent technical support and consultancy across a number of Money Movement Solutions (MMS) products and services. This role is responsible for identifying and resolving client issues of high complexity and successful candidates will provide day-to-day support to financial institutions whilst providing best in class customer experiences. The TS will over time demonstrate an in-depth technical knowledge in a growing number of MMS products and services and will be able to successfully work on different technical support platforms. As a TS you will work in a highly collaborative team environment. You will need to be highly approachable by your colleague’s seeking advice and at the same time you can rely on the Technical Solutions Management Team to give you the same support. Responsibilities:
- Provide technical consultation and problem resolution to clients.
- Build and enhance positive working relationships with key clients and internal stakeholders.
- Utilize CRM to respond to client inquiries, providing prompt response, status and keeping client updated throughout the incident.
- Act as liaison for the client by working with key internal teams including Technology & Operations, Product, Customer Success, and other business functions.
- Engage Technology, Engineering and Product organizations to regularly review and identify permanent solutions to frequently encountered operational issues.
- Identify, troubleshoot, and resolve queries relating to MMS’s Application Programming Interfaces (API), XML files, SOAP REST and JSON messages to support System Interface.
- Responsible for own workflow assignments and must be able to take the initiative to resolve problems and meet deadlines.
- Utilizing exceptional analysis and problem-solving skills to resolve technical problems by applying own understanding and in-depth knowledge of MMS services for specialized areas.
- Maintain and cultivate strong relationships amongst the team and other key departments within the company.
- 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.
- Contribute quality content to our support knowledge base.
- Monitor and analyze key trends with live merchants and partners, escalating internally where appropriate.
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