Senior AI-Driven Escalation Specialist Enterprise Support

VISA; Bogotá ciudad; Presencial; COP 66.960.000 - 100.440.000; Jornada completa

Descripción de la vacante

Visa is seeking an Elite Care Escalated Support professional to own complex client escalations globally within Acceptance Solutions. You will manage end-to-end investigations, coordinate across Product, Technology, Operations, and Client Services, and drive rapid resolution with a client-first mindset.

The role requires hands-on troubleshooting of REST APIs and distributed systems, plus leveraging AI and automation to improve efficiency.

Formación

• Experience in requirements gathering, communication, planning, management, analysis, documentation, and implementation.
• Experience in project management, including tracking the status of activities.
• Experience in analytics using tools such as Excel, MS Project, PowerPoint, and Visio.
• Hands-on experience troubleshooting REST APIs, integrations, and distributed systems.
• Experience in relationship management and setting priorities.
• Experience in managing customer expectations.

Responsabilidades

• Serve as a technical escalation owner for complex client issues, maintaining end-to-end accountability from investigation through resolution.
• Deliver exceptional client experiences through proactive communication, timely updates, and a solutions-oriented approach.
• Partner across Product, Engineering, Operations, Sales, Account Management, and Support teams to drive rapid resolution of client-impacting issues.
• Utilize approved AI, automation, and analytics tools to accelerate investigations, identify trends, and improve operational efficiency.
• Lead and coordinate high-severity incidents, including internal and external communications, stakeholder management, and recovery efforts.
• Support enterprise clients through technical consultations, escalations, and service reviews.

Conocimientos

Requirements gathering

Communication

Planning

Management

Analysis

Documentation

REST APIs

Troubleshooting

Educación

Bachelor’s Degree or Advanced Degree

Herramientas

Excel

MS Project

PowerPoint

Visio

Descripción del empleo

Visa is seeking an Elite Care Escalated Support professional to own complex client escalations globally within Acceptance Solutions. You will manage end-to-end investigations, coordinate across Product, Technology, Operations, and Client Services, and drive rapid resolution with a client-first mindset.

The role requires hands-on troubleshooting of REST APIs and distributed systems, plus leveraging AI and automation to improve efficiency.