Consultant, Advanced Technical Solutions

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

Overview: The Advanced Technical Solutions Consultant provides third-line global support, offering advanced technical assistance, data collection, validation, and interpretation. This role involves managing the day-to-day operations of the Advanced Technical Solution teams to ensure top-tier technical service and support for clients. Responsibilities include analyzing and consolidating performance data, supporting customer implementation, and troubleshooting to contribute to VISA goals and initiatives. The team handles escalations related to Risk and Identity Solution products and maintains processes involving departments beyond Customer Support.

Key Responsibilities:

• Execute new service strategies set by leadership.

• Field escalated tickets from global Risk & Identity Support teams.

• Hire, train, and develop team members on Risk and Identity Solution products.

• Improve service quality, productivity, and customer communication.

• Support, debug, and troubleshoot existing applications and database issues.

• Manage highly technical escalations from clients and Customer Support teams.

• Participate in customer troubleshooting sessions.

• Reproduce, test, and analyze product-related bugs.

• Maintain reports (SQL/MS Excel) to support data and KPI requirements.

• Identify patterns and trends in data to resolve inquiries.

• Design and develop automation tools and process improvements.

• Provide technical troubleshooting for system-wide issues.

• Develop software user interfaces using internal tools and frameworks.

• Document software troubleshooting for VRM and VAA.

• Execute Incident Management for priority client inquiries.

• Serve as a subject matter expert in Visa Protect Account to Account, VRM Rules, VCAS, and CCA.

• Participate in new product pilots to ensure smooth transitions to Customer Support teams.

• Manage the Risk and Identity L3 knowledge base.

• Process customer feedback and bug reports.

• Ensure adherence to Customer SLAs for response, updates, and resolution.

Client Interaction and Risk Management:

• Interact with global teams to resolve issues affecting all client tiers.

• Lead the client-facing Fraud and Risk Support Team.

• Manage complex fraud and risk events across various lines of business.

• Provide second-level fraud and risk expertise with proactive mitigation strategies.

• Understand and consult on complex processing platforms and tools.

• Analyze client trends to identify performance improvement opportunities.

• Drive client adoption of best practices and risk tools.

• Influence DPS revenue through new Risk Product discussions and client sales support.

• Document risk mitigation tactics and strategies for rapid client support.

• Develop client engagement plans and strategic relationships.

• Monitor systems for suspicious behavior and implement proactive alerts.

• Deliver Visa security alerts to reduce client risk.

• Present risk spotlights, webinars, and training sessions.

• Design and implement Flash Fraud Rules for internal and client support requests.

• Handle internal and external communications and updates.

• Collaborate with Product, IT, Legal, Risk, Security, and Client Services teams.

• Identify and drive cross-functional process improvements.

• Advocate for clients by identifying processing risks and optimization opportunities.

• Build and manage effective client relationships.

• Stay updated on industry and client trends, and maintain knowledge of Visa products.

• Comprehend and manage complex client change requests and expectations.

• Lead event management for client-facing and support teams.

• Track client interactions using Visa’s CRM tool.

Additional Responsibilities:

• Communicate effectively with internal and external customers.

• Collaborate with software engineering to identify root cause problems.

• Available for off-hours on-call support when required.

• Perform other duties as assigned by management.

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

Qualifications

We are looking for an individual who brings a breadth of experience, a curiosity about payments, is results-driven and client focused. As a candidate, you should have:

Education and Experience:
• University degree or equivalent experience
• 5+ years in a customer support role within software, financial, ecommerce, or information services industries
• Background in diagnosing, reporting, tracking, and resolving software issues
• Experience with File Transfer SFTP
• Proficiency in various programming languages and environments (Windows, Linux)
• Experience with TSQL and basic network troubleshooting
• Programming expertise in C#, Java, HTML, XML, JavaScript, SQL, jQuery, CSS, AJAX, Perl, PHP

Skills and Abilities:
• Excellent written and verbal communication
• Strong analytic and data mining skills
• Ability to manage multiple projects and prioritize tasks effectively
• Demonstrates urgency, attention to detail, and quality focus
• Self-starter with initiative, resourcefulness, and willingness to learn new programs
• Ability to work with cross-functional and virtual teams
• Proven problem-solving skills and ability to manage multiple priorities
• Strong interpersonal skills with the ability to negotiate and influence at all levels
• Proficient in presenting technical and business issues and solutions to various audiences
• Excellent time management, organization, and planning abilities

Additional Preferences:
• Experience with VISA products and services, client-facing fraud support, and consultation
• Proficiency in providing technical and consultative support to customers
• Previous experience in risk products, client-facing support, and consultation
• Advanced proficiency with Visa DPS risk tools and Microsoft Office tools (Excel, Visio, PowerPoint)
• Willingness to work off-hours and weekends as necessary
• Team player with a positive attitude and ability to contribute to team success.

Bonus Experience:
• Consulting experience
• Ecommerce industry experience
• Understanding of VISA Risk & Identity products and services
• Incident Management experience

Additional Information

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.