Technical Solutions Consultant - VROL

Product & Project Management (Technical)

• Proactive Issue Management: Take ownership of client issues from start to finish, ensuring their expectations are exceeded by utilizing exceptional problem-solving skills to resolve technical problems related to Visa Resolve Online (VROL) and RTSI.
• High-Quality Support: Provide timely and high-quality support via phone and email, ensuring exceptional customer satisfaction, and maintaining accurate records of issues, solutions, and interactions in the case logging tool.
• Effective Collaboration: Collaborate closely with internal technical teams to escalate and resolve complex issues, and communicate effectively with clients\’ technical and customer service teams.
• Continuous Learning: Stay current with industry developments and enhance your technical expertise through self-directed learning, contributing to the continuous improvement of support processes and procedures.
• Strong Relationships: Develop and maintain strong working relationships with external and internal clients and key stakeholders, including Client Success Managers, Product, Ops, and IT, to achieve high client satisfaction metrics and manage workflow assignments independently.
• System Enhancements: Identify and advocate for system enhancements based on client and business needs, and follow through on these enhancements.
• Mentoring and Training: Train and mentor team members across the Client Services organization, particularly in level 1 and level 2 support functions.
• Prioritization and Multi-tasking: Effectively prioritize and multi-task under deadlines, managing technical communications with clients\’ technical teams and customer services teams.
• Technical Expertise: Proactively acquire and enhance necessary technical expertise for the role, staying current with industry developments.

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

What we\’re after…

• Proven experience of using/supporting Visa Resolve Online and/or RTSI
• Proven experience in a customer support role in financial services
• Proven experience of processing systems and services, and their practical application
• Proven ability to manage complex technical systems across multiple products, platforms, and services.
• Ability to comprehend and translate technical information and apply to business solutions
• 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
• Strong verbal, written, presentation and interpersonal skills are required
• Able to set priorities, influence others, and manage customer expectations
• Languages preferred but not required
• Ideally educated to degree level, or equivalent.
• Understanding of API’s preferred but not essential

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.

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