Senior Consultant, Technical Solutions

Company Description

Visa is a world leader in digital payments, facilitating more than 215 billion payments transactions between consumers, merchants, financial institutions and government entities across 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.

When you join Visa, you join a culture of purpose and belonging – where your growth is priority, your identity is embraced, and the work you do matters. We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world – helping unlock financial access to enable the future of money movement.

Join Visa: A Network Working for Everyone.

Job Description

The Technical Account Management (TAM) team is tasked with supporting clients using Visa’s dispute platform (Visa Resolve Online – VROL). Support includes, but is not limited to, troubleshooting User Interface, Batch File, and API (SOAP and REST) issues. Read on though, it gets more interesting.

As a TAM, you will be responsible for providing integration and post-launch support to Acquirers, Issuers, Third Parties and internal Visa partners. You will be expected to handle escalated support requests, and work with other teams inside and outside Visa’s Client Support Services (CSS) organization. A TAM is responsible for acting as a subject matter expert, a consultant, trainer and mentor to colleagues across the organization.

This is not just an “issue in, issue out” kind of job. We are looking for creative troubleshooters who want to join us in our efforts to modernize how we work and to affect change throughout the organization. We are moving from a waterfall, reactionary model to a more agile model where we proactively work with our clients to address their business needs.

The ideal candidate will be one part Business Analyst, one part Technologist, a dash of Product Manager and have serious Customer Service chops.

Essential Functions

• Act as primary technical point of contact for large strategic client(s) addressing technical challenges.
• Manage and troubleshoot escalated technical problems, interfacing internally with Development, Product, and/or Operations and externally with Client technical and business teams.
• Be Voice of the Customer, advocating product improvements.
• Provide technical implementation assistance to developers.
• Perform business analytics and performance monitoring of key client(s). 
• Educate partners (internal and external) on how enhancements and services benefit their business.
• Create, edit, and distribute client notifications and communications.
• Represent TAMs to other departments (e.g., Sales, Operations, Product, and Development)
• Partner with Sales to build relationships with technical/business contacts across account portfolio.
• Build deep product knowledge in VROL products and services.
• Commit to and deliver value as part of a Scrum team.
• Commit to being part of and fostering a sense of team. 

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

Qualifications

Basic Qualifications
• 8 or more years of relevant work experience with a Bachelor Degree or at least 5 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 2 years of work experience with a PhD
• A track record of strong customer focus and client-facing experience.
• A self-starter with strong organization and resolution management skills.
• Strong leadership capabilities and interpersonal skills.
• Strong problem-solving skills.
• Deep understanding and experience with technical concepts.
• Be curious.
• Eager to learn. Eager to teach and share knowledge.
• Excellent written and verbal communication skills.

Preferred Qualifications
• 9 or more years of relevant work experience with a Bachelor Degree or 7 or more relevant years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 3 or more years of experience with a PhD
• 4+ years of Payment Industry experience.
• 2+ years of disputes experience.
• Experience supporting Applications and Application Users.
• Scrum-certified or extensive experience with Scrum/Agile methodologies.
• Programming experience with web-based technologies. E.g., Java, HTML, XML, JSON, REST/SOAP.
• Experience with SharePoint, JIRA, and/or Wikis (Conflue