Consultant, Technical Solutions - job 2 of 3

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

What a Technical Solutions (Consultant) does at Visa:

The Technical Solutions team is tasked with supporting clients using the VCAS(Visa Consumer Authentication Solutions)/CCA(Cardinal Consumer Authentication) Platform, an ACS and 3DS server leveraged by Issuer and Merchant respectively. As Technical Solutions (TS) you will be responsible for ongoing technical support of Risk and Identity’s suite of data-driven authentication solutions. A successful TS will display high levels of business acumen, relationship building and technical troubleshooting skills. They will possess the technical capacity to handle incoming inquiries and provide guidance, best practice and resolution to our top tier customers.  A TS has a strong understanding of Risk and Identity Product Strategy and Vision and have the ability to drive execution of strategy by working in tandem with Risk and Identity's Sales, Customer Success, and Support teams as well as with in-market Visa teams. Will act as Risk and Identity SME (tech sales, integration, support) for our customers In this role, you are expected to:

• Act as in-market Risk and Identity Technical SME for Level 2/3 issues, functioning as a second level technical resource for best practice and Customer questions
• Act as First point of contact for strategic clients for priority issues.
• Ensure incoming support inquiries are handled & resolved in timely fashion and with highest level of Customer Service
• Liaise with Implementation and Solution teams on account expansion efforts.
• Support High Peak sales days like 11.11 etc and monitor the health of the key clients.
• Proactively monitor key accounts to identify trends, understand performance anomalies and work to implement ongoing performance improvements
• Work with VCAS 24*7 team and provide on-call 24*7 support for key clients for priority issues.
• Assist Customers with:
  • Basic and advanced transaction research
  • Questions regarding Risk and Identity's Solutions and the authentication landscape in general
  • Technical issues and inquiries
  • Project work & enablement activities
• Assist Customer Success/Account Management Team(s) with
  • Performance/Transaction Monitoring and trending
  • Technical discussions/questions
  • Data extraction for QBR presentations
  • Relay RCA’s. highlighting preventative measures that result from VCAS caused issues.
• Engage with Solution Engineering & Product Management as the customer advocate on product roadmap discussions – feeding market feedback into Risk and Identity Centinel Product teams
• Per departmental guidelines, keep Salesforce current
• Keep management informed of critical issues, strategic opportunities, and issue status
• Prepare and present any required reports to requestor and management as required
• Follow all established processes and procedures

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

What you will need:

We are looking for an individual who brings breadth of experience, a curiosity about payments, is results-driven and client focused. As a candidate, you should have:
• Bachelor's Degree in Business, Finance, Technology or equivalent discipline
• 5+ years of successful technical support and/or relationship management experience
• Experience working with data using TSQL
• Advanced knowledge of authentication and payment brand transaction flows
• Competitive awareness and proficient in explaining Risk and Identity's product and service differentiators
• Ability to read/troubleshoot transaction and API logs
• Demonstrated success in thinking strategically, executing tactically while providing consistent and high levels of customer satisfaction and retention in a fast-paced environment
• Drive results and successfully handle multiple priorities against tight deadlines
• Proven ability to take initiative and work independently
• Superior customer focus and drive for results
• Ability to work in a virtual environment while travelling, i.e. solid time management, organization, negotiation and influence skills
• Demonstrated strong leadership capabilities and interpersonal skills
• Excellent written and verbal communication in English
• Ability to translate technical communications from engineers into client facing material
• Candidate must be a self-starter and have a strong collaborative working style to work in a global team environment
• Strong self-managed organization skills including resolution management and follow through
• High degree of proficiency in MS Office (Word, PowerPoint, Excel)
• Client facing experience
What will also help:

● Payments industry knowledge
● Experience working in fast paced, high-growth start up environments a plus
● Understanding of mobile payments, including contactless payments, online/remote payments, QR Codes, cloud-based payments, and chip cards (contact and contactless)
● Understanding of networking concepts and encryption protocols.
● Programming experience - Java, HTML, XML, JavaScript, SQL, jQuery, CSS, AJAX, HTML, XSL, Perl, PHP

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.