Consultant, Technical Solutions

Visa; London; Hybrid; GBP 35,000 - 50,000; Full time

Job summary

Visa, leader mondial des paiements et de la technologie, recherche un spécialiste du support client pour rejoindre son équipe. Ce rôle hybride implique la résolution de problèmes techniques et la gestion des relations avec les clients. Les candidats idéaux auront une expérience avérée dans le traitement des systèmes et des services dans les services financiers, ainsi qu'une capacité à gérer des systèmes techniques complexes.

Qualifications

• Expérience prouvée au sein du service client ou de la gestion de comptes dans les services financiers.
• Capacité à gérer des systèmes techniques complexes sur plusieurs produits.
• Autonomie et capacité à prioriser les tâches efficacement.

Responsibilities

• Résoudre des problèmes techniques de manière proactive et fournir un support client de haute qualité.
• Travailler en étroite collaboration avec d'autres équipes pour résoudre des problèmes complexes.
• Maintenir des relations de travail efficaces avec les clients et les parties prenantes internes.

Skills

Analyse

Résolution de problèmes

Gestion de la relation client

Communication verbale

Compétences interpersonnelles

Education

Diplôme de niveau universitaire en informatique ou en affaires

Job description

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.

Job Description

What we expect of you, day to day:

• Utilising exceptional analysis and problem-solving skills to resolve technical problems, applying in-depth knowledge of Visa services for one of the specialised areas, such as, Visa authorisation platform, clearing and settlement, digital products and services.
• Provide timely and effective support to customers via phone and email, ensuring high levels of customer satisfaction.
• Proactively acquire and enhance all necessary technical expertise for the role, including through self-directed learning to keep up with industry developments.
• Work closely with other technical teams to escalate and resolve complex issues.
• Manage workflow assignments independently, taking the initiative to resolve problems and meet deadlines.
• Maintain accurate records of issues, solutions, and customer interactions in the case logging tool.
• Identify, troubleshoot, and resolve queries for Visa products and services such as Authorisations, Clearing and Settlement, API (Application Programming Interface), and VTS (Visa Token Service).
• Develop effective working relationships with external and internal clients and achieve the required client satisfaction metrics.
• Contribute to the continuous improvement of support processes and procedures.
• Manage technical communications with client’s technical team and customer services team.
• Suggest and follow through on system enhancements driven by client and business needs.
• Maintain strong relationships with team members and key stakeholders: Client Success Managers, Product, Ops, and IT.

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

Qualifications

What we're after...

• Ideally educated to degree level, or equivalent. Computing or business-related subjects would be an advantage.
• Proven experience of processing systems and services, and their practical application.
• Proven experience in a Customer Support or Account Management role in financial services, software or information services.
• Proven ability to manage complex technical systems across a number of products, platforms and services.
• Ability to comprehend and translate technical information and apply to business solutions.
• Self-starter with a demonstrated ability to achieve results as part of an effective team, and ability to effectively prioritise and multi-task under deadlines.
• Demonstrated success in customer relationship management.
• Understanding of APIs preferred.
• Strong verbal, written, presentation and interpersonal skills are required.
• Able to set priorities, influence others, and manage customer expectations.
• Languages preferred but not required.

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.