Technical Consultant - Account Support Center, LAC

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Job description

Job Description

Client Services (CS) provides industry-leading operational support to Visas clients around the world. With our deep knowledge and expertise, we are a key internal partner to product and technology, bringing the voice of the customer into the design, development and successful deployment of Visa products and services. CS is responsible for a host of critical services that support the broader Visa organization and clients, including Account Management, Project Management, Visa Rules Management, Dispute Resolution Management, Compliance, Client Testing and Configuration, and Client Tools. The team also provides support for Visas DPS, CyberSource, , and Cardinal Commerce businesses. We are trusted partners to Visas clients, providing expertise to support and successfully grow their business.

JOB DESCRIPTION AND RESPONSIBILITIES

The Regional Account Support Center teams are responsible for providing operational assistance to Clients and their line(s) of business, managing a wide range of moderately complex problems of diverse scope, identifying opportunities to improve Client performance along with the appropriate courses of action, and driving issues and opportunities through to completion.

JOB SCOPE

This role is responsible for providing consultation level expertise to internal and external clients on Digital Products such as Secure Remote Commerce, Visa Direct, Visa Token Services, Visa APIs and SDKs, Visa Secure/3DS and Visa Check Out.

RESPONSIBILITIES

* Identify, troubleshoot, and resolve queries relating to the Application Programming interface (API), XML files, SOAP REST and JSON messages to support System Interface
* Identify, troubleshoot, manage, and resolve moderately complex technical, processing, application usage, or business issues to exceed customer expectations, interfacing with Product Development, Product Management, and/or Operations teams
* Act as the voice of the client to other internal groups, including the Product and Technical teams.
* Proactively resolve, own, and manage stakeholder communication on all business & technical problems on digital products.
* Understand customer needs, business requirements, and priorities to develop solutions and recommendations based on business needs
* Stay current with industry and client trends and maintain a strong knowledge of Visa products and services. Represent complex customer change requests, system or operational requirements; negotiate and manage expectations internally and externally.
* Develop and manage strategic planning and operational initiatives, special projects and client-driven continuous improvement plans. Identify and analyze processing issues with client impacts; consistently communicate situational status and resolution; advise on SLA performance both internally and externally and develop improvement plans to address chronic client problems.
* Manage a range of moderately complex problems of diverse scope, identifying appropriate courses of action, and driving them to completion, coordinating with internal resources to accomplish Visa and client objectives.
* Provide guidance on Client processing strategies, environments, interfaces and business priorities.
* Support biannual business enhancements and all Visa mandates
* Work proactively with Clients to identify operational efficiencies, determine customer impacts and required actions, and collaborate with Client on ongoing status through completion.
* Work closely with Technical Account Managers, Account Managers, Project Managers, Client Configuration teams, Licensing, and Sales to understand Client objectives and to seek out solutions.
* Coordinate with other Visa teams to expedite the resolution and implementation of solutions to ensure that all Visa products and services operate at the highest level of performance.
* Maintain relationships with internal and external Clients to understand local market needs and trends, and gain insight on the need to enhance support approach.
* Establish and foster relationships with Clients and internal stakeholders at all levels of staff and senior management.
* Stay abreast of new rules, products and services, and industry and technology trends to be able to support Visa strategic goals and Client initiatives.
* Maintain advanced knowledge of all supported product and services and how these impact clients business.