Consultant -technical Solutions

3 weeks ago


مصر, Egypt Visa Full time

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

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, Visa Secure/3DS and Visa Check Out. The incumbent will be responsible for managing CEMEA wide product activations, enabling strategic partners across the various countries and providing CEMEA and Global teams with market intelligence and product performance. Projects will vary from moderate to complex depending on client and market maturity.

Additionally, the Technical Account Manager will work cross functionally with peers from other regions using the follow the sun support model. The incumbent will demonstrate an in-depth technical knowledge of all products and services under the Digital umbrella, representing all aspects of Visa technical support infrastructure. The incumbent will also develop and train team members.

**Key Responsibilities.**
- Manages strategic business relationships with clients and partners to drive implementations and activation of digital product solutions across CEMEA.
- Collaborate with Product to review and drive adoption of new digital solutions and translate the Visa technical requirements for our strategic partners.
- Provide technical and operational support to financial institution, 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
- Managing the on boarding and implementation of detailed systems solutions for clients
- Manage and troubleshoot escalated technical problems, interfacing with Product Development, Product Management, and/or Operations teams
- Promote and deliver consultancy and bespoke training to clients
- Build and enhance positive working relationships with clients and partners to develop solutions and optimal way of working
- Lead client discussions, representing products and services from both a technical and business perspective.
- Manage technical communications with client’s technical team, project team, customer services team and senior executives
- Identify, troubleshoot, and resolve queries relating to the Application Programming interface (API), XML files, SOAP REST and JSON messages to support System Interface
- Maintain strong relations amongst team, as well as with key stakeholders (Account Managers, Product, Account Support Centre and Technology).
- Train and coach team members on products & services essential on day-to-day operations to ensure customer expectations are exceeded
- Manage high priority incidents by taking full ownership, engaging with senior management for escalation purposes and the ability to provide an Executive Summary to senior management.
- Designing and implementing tools, processes and procedures (e.g. macros, database queries, reporting) to improve the team’s productivity and efficiency in handling client queries.
- Minimal travel may be required

Qualifications
- Minimum of 3 years experience in a customer support /Account Management role in financial services, software or information services
- Intermediate-level knowledge of multiple programming / scripting languages. (Java, C/C++, Perl, PHP, etc.)
- Experience with API integration, JSON feed, error/exception handling
- Functional Project Management experience
- Demonstrated success in customer relationship management
- Able to convey technical and business issues and to solutions to various internal and external audiences effectively to support organizational plans.
- Understanding of key business metrics and how to use data to inform business decisions
- languages preferred but not required
- Proven ability to manage complex technical systems across a number of products, platforms and services
- Able to shift priorities and demonstrate a proactive willingness to influence others, and manage custome



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