Product & Project Management (Technical)

• 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.

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.

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.