Sr. Consultant, Technical Solutions - sCSM

Visa Inc; Toronto; Hybrid; CAD 90,000 - 120,000; Full time

Job summary

Visa Inc. is seeking a Senior Consultant, Technical Solutions for its Toronto office. This role involves playing a pivotal part in supporting clients using Visa's dispute platform through effective troubleshooting and customer engagement. Ideal candidates will have strong technical and leadership skills, and a customer-centric mindset, with the opportunity to impact how Visa approaches technical solutions and improves customer satisfaction.

Qualifications

• 8+ years of relevant experience with a Bachelor's Degree or equivalent.
• Customer-focused with excellent communication skills.
• Experience in the payment industry and dispute resolution.

Responsibilities

• Manage and troubleshoot escalated technical issues for high complexity clients.
• Act as the primary technical point of contact for stakeholders.
• Provide integration and post-launch support to clients.

Skills

Problem-solving

Customer Service

Leadership

Communication

Analytical skills

Education

Bachelor Degree

Masters, MBA, JD, or PhD

Tools

Java

HTML

XML

JSON

SharePoint

JIRA

Confluence

Job 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

The Technical Solutions team is tasked with supporting clients using Visa's dispute platform (Visa Resolve Online - VROL). Support includes, but is not limited to, troubleshooting User Interface, Batch File, and API (SOAP and REST) issues. Read on though, it gets more interesting.

As a Sr. Consultant, Technical Solutions, you will be responsible for providing integration and post-launch support to Acquirers, Issuers, Third Parties and internal Visa partners. You will be expected to handle escalated support requests, and work with other teams inside and outside Visa's Client Support Services (CSS) organization. A Sr. Consultant, Technical Solutions is responsible for acting as a subject matter expert, a consultant, trainer and mentor to colleagues across the organization.

This is not just an "issue in, issue out" kind of job. We are looking for creative troubleshooters who want to join us in our efforts to modernize how we work and to affect change throughout the organization. We are moving from a waterfall, reactionary model to a more agile model where we proactively work with our clients to address their business needs.

The ideal candidate will be one part Business Analyst, one part Technologist, a dash of Product Manager and have serious Customer Service chops.

Essential Functions

• Act as primary technical point of contact for medium to high complexity clients, stakeholders, and implementation / consulting projects.
• Manage and troubleshoot escalated technical problems, work with Development, Product, Operations, and Client technical / business teams with a high degree of independence.
• Owns and drives to completion solutions for emergent or novel problems.
• Understand industry trends that affect supported products and services and how clients are impacted.
• Brings and educates on Voice of the Customer to the team.
• Provide technical implementation assistance to developers.
• Perform business analytics and performance monitoring of key client(s).
• Educate clients on how enhancements and services benefit their business.
• Represent team to other depts : Sales, Operations, Product, and Development
• Partner with Sales to build relationships with technical / business contacts across account portfolio.
• Build deep product knowledge in VROL products and services.
• Create, edit, and distribute client notifications and communications.
• Awareness / improvement on individual and team metrics.
• Provides metric-based insight to team.
• Proven ability to visualize and communicate the story around data.
• Consultative, team-oriented, diplomatic, and results driven.
• Commit to and deliver value as part of a Scrum team.
• Commit to being part of and fostering a sense of team.

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

Qualifications

Basic Qualifications

• 8 or more years of relevant work experience with a Bachelor Degree or at least 5 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 2 years of work experience with a PhD

Preferred Qualifications

• 9 or more years of relevant work experience with a Bachelor Degree or 7 or more relevant years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 3 or more years of experience with a PhD
• A track record of strong customer focus and client-facing experience.
• A self-starter with strong organization and resolution management skills.
• Strong leadership capabilities and interpersonal skills.
• Strong problem-solving skills.
• Deep understanding and experience with technical concepts.
• Curious.
• Eager to learn. Eager to teach and share knowledge.
• Excellent written and verbal communication skills.
• 6+ years of Payment Industry experience.
• 4+ years of disputes experience.
• Experience supporting Applications and Application Users.
• Scrum-certified or extensive experience with Scrum / Agile methodologies.
• Programming experience with web-based technologies. E.g., Java, HTML, XML, JSON, REST / SOAP.
• Experience with SharePoint, JIRA, and / or Wikis (Confluence).
• Experience working with cross-functional / cross-departmental teams.
• Experience with creating documentation and / or high-quality presentations.

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.

Visa welcomes and encourages applications from persons with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

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