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Senior Consultant for Technical Solutions
2 months ago
Company Overview:
Visa stands as a global frontrunner in payment solutions and technology, facilitating over 259 billion secure payment transactions annually across more than 200 countries and territories. Our mission is to connect the world through innovative, reliable, and secure payment networks, empowering individuals, businesses, and economies to prosper.
Role Summary:
The Senior Consultant for Advanced Technical Solutions is tasked with addressing intricate challenges presented by clients through their Client Success Managers (CSMs). This highly skilled team is characterized by its technical expertise, analytical mindset, and self-motivation. Given their extensive knowledge, they often serve as a resource for various Client Services and Product teams seeking solutions or enhancements to Visa's offerings.
Key Responsibilities:
- Collaborate with a colleague to fulfill the role of Incident Manager, responding to alerts and participating in operational discussions on behalf of Client Services.
- Engage with cross-functional teams—Product, Technology, and Client Services—to ensure effective issue resolution, translating technical root causes and corrective measures into accessible business language.
- Manage urgent issues and global escalations, acting as a central point of contact during critical events.
- Monitor and manage service/product issues within One CRM, providing feedback to Product or Technology to drive preventive measures.
- Support Level 3-4 inquiries from DPS CSMs and establish expertise in specific products or services.
- Represent Client Services in cross-departmental meetings, advocating for the customer perspective when addressing challenges with Product and Technology.
- Enhance operational efficiencies through prioritization, potential automation, and the introduction of new tools and improvements.
- Possess knowledge of DPS processing and familiarity with ISO and API processing formats.
Qualifications:
- 8+ years of relevant experience with a bachelor's degree, or 5+ years with an advanced degree, or 2+ years with a PhD.
- Participation in on-call rotational support is required.
Preferred Qualifications:
- 9+ years of experience with a bachelor's degree, or 7+ years with an advanced degree, or 3+ years with a PhD.
- 5 years in a customer support role within financial services or software, with a preference for a degree in business or a related field.
- Demonstrated self-starter capabilities with strong organizational and problem-solving skills.
- Ability to manage diverse assignments requiring initiative and sound judgment.
- Strong prioritization skills and capacity to manage customer expectations both internally and externally.
- Technical aptitude with the ability to translate technical information into business solutions.
- Proficient in providing technical support to external clients and identifying their business needs.
- Customer-focused with a proven ability to build productive relationships at all organizational levels.
- Experience in complex organizations to assess business and customer needs effectively.
- Familiarity with Microsoft Office Suite (PowerPoint, Excel, MS Teams).
- Excellent communication skills, both verbal and written, are essential.
- Experience supporting applications and their users.
- Scrum certification or extensive experience with Agile methodologies is preferred.
- Programming knowledge in web technologies such as Java, HTML, XML, JSON, REST/SOAP.
- Experience with tools like SharePoint, JIRA, and/or Confluence.
- Experience collaborating with cross-functional teams.
- Strong executive-level communication skills.
Additional Information:
This role operates in a hybrid model, requiring in-office presence 2-3 days a week based on business needs. Travel requirements are estimated at 5-10%.
Visa is an equal opportunity employer, ensuring fair consideration for all qualified applicants without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or veteran status.
