Consultant - Technical Solutions

2 days ago

مصر, Egypt Visa Full time

**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.

This role is responsible for providing consultation level expertise to internal and external clients on all core products and services consumed during transaction processing. This includes but is not limited to products and services such as 3DS Authentication, Visa Cardholder Authentication service (VCAS), Visa Token Services (VTS), Smarter STIP, Visa Direct, All Pays (Google, Samsung, Apple), Visa Smart Debit Credit (VSDC). The incumbent will be responsible for supporting CEMEA wide initiatives, product activations accelerating time to revenue. They will work in collaboration with Client Resolution, Product, implementation, technology, and clients across all markets. The Technical solutions resource will also provide Global and regional teams with market intelligence and product performance insights. Projects and support cases will vary from moderate to complex depending on client and market maturity.
Additionally, the Technical Solutions Consultant 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 Payment Flows representing all aspects of Visa technical support infrastructure. The incumbent will also develop and train team members and act as role model/leader within team.
Manages strategic business relationships with clients and partners.

Key Responsibilities.
- Manages strategic business relationships with clients and partners to accelerate speed to revenue for products and services across CEMEA.
- Collaborate with Product to review and drive adoption of new payment flow solutions and translate the Visa technical requirements for our clients.
- Provide technical and operational support to Visa clients and partners. Act as the voice of the client to other internal groups, including Product and Technical teams.
- Proactively resolve, own and manage stakeholder communication on all business & technical problems on all payment flow products and services.
- Understand customer needs, business requirements, and priorities to develop solutions and recommendations based on business needs
- Managing the onboarding 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 interfaces (APIs), XML files, SOAP REST and JSON messages.
- Maintain strong relations amongst team, as well as with key stakeholders (Client Resolution, Client Success, Product, and Technology).
- Train and coach team members on products & services essential for day-to-day operations to ensure customer expectations are exceeded
- Manage high priority incidents by taking full ownership, engaging with senior management for escalations 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

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.
**Qualifications**
- Minimum of 3 years experience in a customer support /Account Management role in financial services, software or information services
- 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 a

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