Technical Solutions Support

The Technical Solutions Support 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 managing the Implementation of Visa Dispute Management Service (VDMS). Extended role is supporting Disputes, Visa Resolve Online service, providing Client Training of Disputes, consultation level expertise to internal and external clients on all core products and services consumed during transaction processing.

This includes but is not limited to products and services such as 3DS Authentication, Visa Token Services (VTS), Smarter STIP, Visa Direct, All Pays (Google, Samsung, Apple). The incumbent will be responsible for supporting CEMEA wide initiatives, product activations 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 Payment Flows representing all aspects of Visa technical support infrastructure. The incumbent will also develop and train team members and act as role model and leader within team.

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

• Ideally educated to degree level, or equivalent in Computing or business-related subjects would be an advantage
• Minimum of 3 years experience of processing or ecommerce systems and services, and their practical application
• Minimum of 3 years experience in a customer support/Account Management role in financial services, software or information services
• Experience with Dispute management, API integration, 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
• 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.)

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.