Job details
The role primarily includes the following responsibilities
- Perform in depth analysis of cases received in the support queues, using available documentation and resources, and collaborating closely with Product Development, Product Management, Operations, and Account Management teams when required
- Deliver training sessions to clients, including training requests initiated through support cases, while ensuring alignment with client needs and product capabilities
- Meet team and departmental performance goals, including case response time targets and Net Promoter Score results based on client feedback
- Collaborate effectively within the team and across other internal Visa teams to ensure high quality service delivery
- Participate in training activities, clarifications, and initiatives that drive the adoption of Visa products and services by clients across the LAC region
The role also requires strong written and verbal communication skills, as it involves supporting both external and internal clients and collaborating closely with internal solutions teams to align on solutions and deliver clear, accurate responses to clients
This is a hybrid position. Expectation of days in the office will be confirmed by your Hiring Manager.
Qualifications
Basic Qualifications:
5 or more years of relevant work experience with a Bachelor's Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of work experience with a PhD
Preferred Qualifications:
6 or more years of work experience with a Bachelor's Degree or 4 or more years of relevant experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or up to 3 years of relevant experience with a PhD
Technical Solutions (level 3 case resolution) , the third level of case resolution at Visa, is seeking a highly experienced professional to join our team. This role is responsible for handling complex technical issues, supporting international clients, and contributing to the continuous improvement of our services.
A minimum of seven years of professional experience supported by a bachelors degree or an advanced degree such as a master's degree MBA JD MD or PhD
Experience working directly with clients in international markets
Proven ability to work independently as a self-starter with strong attention to detail and a structured organized approach
Solid technical background combined with strong soft skills
Prior experience in the payments industry is preferred
Experience with case resolution processes and tools such as CRM platforms JIRA or similar systems is desirable
Executive level written and verbal communication skills with the ability to interact effectively with customers
Strong organizational skills including resolution management and consistent follow up
Excellent coordination and problem-solving abilities
Full professional proficiency in English and Spanish is required proficiency in Portuguese is a plus
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.
