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Advancing the Olympic Spirit Sport unites people, communities and nations. It enriches people’s lives and creates economic development opportunities. In today’s world, where brand and trust mean so much, the Olympic Games reflect those equities found at Visa – worldwide acceptance, reliability, … read moreversatility and leadership. Sponsoring the Olympic Games makes good business sense for Visa and our clients. Impacting Lives Sponsorships, like Visa’s commitment and support to the Olympic Movement, National Olympic Committees and national teams, have helped ensure the continued success of the Olympic Games. Visa has provided direct economic support to stage the Games themselves and provided untold direct support to thousands of Olympic athletes through support of National Olympic Committees. Additionally, Visa supports Olympic teams and individual athletes through its global Team Visa program, providing financial support, life-skills training and valuable marketing exposure in pursuit of their Olympic Dreams. Building Business, Uniting the World Financial institutions and merchants benefit greatly from Visa’s Olympic Games marketing platform, which they use to connect with cardholders on a level that goes beyond commerce. During the Beijing 2008 Olympic Games, 573 financial institutions and 491 merchant partners around the world participated directly in Visa Olympic Games promotional programs. Visa was the first sponsor to mount destination marketing programs linked to an Olympic Games host city. For the Vancouver 2010 Olympic Winter Games, Visa partnered with Tourism Vancouver and Tourism Whistler to promote both domestic and international travel to these beautiful destinations. Payments at the Games At every Olympic Games, Visa is responsible for creating and managing the entire payment system infrastructure across all Olympic venues, including hundreds of point-of-sale acceptance devices and a dedicated ATM network at competition and non-competition venues, including the Main Press Centre, the International Broadcast Centre and the Olympic and Paralympic Village. As a service to its cardholders at the Olympic Games, Visa provides multilingual emergency services and general assistance for cardholders.
Job Description
The Technical Solutions consultant is a subject matter expert within the function, providing excellent technical support and acting as a consultant across all Visa products in their area of responsibility.
This role is responsible for providing consultation level expertise to internal and external clients on all Risk, Identity and Loyalty solutions. This includes but is not limited to products and services such as 3DS Authentication, Visa Cardholder Authentication service (VCAS), Visa Risk Manager (VRM), Visa Protect Account to Account, Visa Merchant Loyalty Solution, Visa Loyalty Platform Service, Cardinal Consumer Authentication.
The incumbent will be responsible for managing cases and escalations from other work groups within the CS Organization, relating to the Risk, Identity and Loyalty Solution product offerings, as well as supporting CEMEA wide initiatives, product activations, and accelerating time to revenue. They will work in collaboration with Client Resolution, Product, implementation, technology, and clients across all markets.
The Technical solutions resource will also provide Global and regional teams with market intelligence and product performance insights. Projects and support cases will vary from moderate to complex depending on client and market maturity. Additionally, the Technical Solutions Consultant will work cross-functionally with peers from other regions using the follow the sun support model. The incumbent will demonstrate an in-depth technical knowledge of all products and services under the RaIS & Loyalty, representing all aspects of Visa technical support infrastructure. The incumbent will also develop and train team members and act as role model/leader within team.
Key Responsibilities
Manages strategic business relationships with clients and partners to accelerate speed to revenue for products and services across CEMEA.
Collaborate with Product to review and drive adoption of new Risk, Identity and Loyalty solutions and translate the Visa technical requirements for our clients.
Provide technical and operational support to Visa clients and partners. Act as the voice of the client to other internal groups, including Product and Technical teams.
Proactively resolve, own and manage stakeholder communication on all business & technical problems on all Risk, Identity and Loyalty products and services.
Understand customer needs, business requirements, and priorities to develop solutions and recommendations based on business needs
Manage and troubleshoot escalated technical problems, interfacing with Product Development, Product Management, and/or Operations teams
Identify, troubleshoot, and resolve moderately complex processing, application usage, or business issues to exceed customer expectations
Promote and deliver consultancy and bespoke training to clients
Build and enhance positive working relationships with clients and partners to develop solutions and optimal way of working
Lead client discussions, representing products and services from both a technical and business perspective.
Manage technical communications with client’s technical team, project team, customer services team and senior executives
Identify, troubleshoot, and resolve queries relating to the Application Programming interfaces (APIs), XML files, SOAP REST and JSON messages.
Identify, troubleshoot, and resolve moderately complex processing, application usage, or business issues to exceed customer expectations
Maintain strong relations amongst team, as well as with key stakeholders (Client Resolution, Client Success, Product, and Technology).
Train and coach team members on products & services essential for day-to-day operations to ensure customer expectations are exceeded
Manage high priority incidents by taking full ownership, engaging with senior management for escalations and the ability to provide an Executive Summary to senior management.
Designing and implementing tools, processes and procedures (e.g. macros, database queries, reporting) to improve the team’s productivity and efficiency in handling client queries.
Minimal travel may be required
This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.
Qualifications
Basic Qualifications
5+ 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, OR 8+ years of relevant work experience.
Preferred Qualifications
Ideally educated to degree level, or equivalent in Computing or business-related subjects would be an advantage
Ideally a minimum of 5 years’ experience of processing/ecommerce systems and services, and their practical application
Minimum of 5 years’ experience in a customer support /Account Management role in financial services, software or information services
Experience with SFTP, API integration, JSON feed, error/exception handling
Functional Project Management experience
Demonstrated success in customer relationship management
Able to convey technical and business issues and to solutions to various internal and external audiences effectively to support organizational plans.
Understanding of key business metrics and how to use data to inform business decisions
Languages preferred but not required
Proven ability to manage complex technical systems across a number of products, platforms and services
Able to shift priorities and demonstrate a proactive willingness to influence others, and manage customer expectations
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
Enjoys learning about complex concepts and finding effective ways to communicate them in a clear, concise manner.
Willingness to travel
Comfortable using standard MS Office tools (e.g. MS Excel, PowerPoint, Word, Visio, etc.)
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