Sr. Consultant, Technical Solutions (REMOTE)

Company Description

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.

Job Description

As a Sr. Consultant, Technical Solutions, you will be responsible for providing integration and post-launch support to Acquirers, Issuers, Fintechs, Processors 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 Sr. Consultant, Technical Solutions 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 Project 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 remote position. A remote position does not require job duties be performed within proximity of a Visa office location. Remote positions may be required to be present at a Visa office with scheduled notice.

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.
• Requires On-call rotational support as needed

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 (Confluence).
• Experience working with cross-functional/cross-departmental teams.
• Executive-level written/verbal communication/interaction skills.

Additional Information

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel 5-10% of the time.

Mental/Physical Requirements: