Product & Project Management (Technical)The Consultant, Technical Solutions position resides in the Client Services organization. This role is tasked with supporting external and internal clients using Visa Digital products and services. These services include but are not limited to Visa Token Service, Visa Installments, Visa Transaction Controls, and Visa Click To Pay.As a Technical Consultant you will be responsible for providing support during pre-and post-launch phases of integration projects engaging merchants, processors, FinTech developers, and partners across the Global Enterprise, Mid-Market, and Small Business channels. This will include post launch escalation management integration operational in production environment. You will be expected to handle escalated support requests, working with cross functional teams inside and outside the Client Support Services organization.As Technical Consultant, in coordination and under the guidance of Senior Consultants and management, you will also be expected to become a subject matter expert on relevant topics, a trainer and mentor for new team members hired in the organization.About Visa Token Service:The Visa Token Service is a security technology that replaces sensitive payment account information found on payment cards, such as the 16-digit account number, expiration date and security code, with a unique digital identifier that can be used to process payments without exposing actual account details. Token service allows financial institutions, merchants and value-added partners to develop new payment and commerce platforms. With a complete set of tools, specifications, APIs and SDKs, Visa Token Service secures mobile and digital transactionsAbout Click to Pay: For consumers and online retailers, Click to Pay offers an easy and secure way to pay online. Enrolling in Click to Pay is intuitive and simple, and shoppers can use any Visa debit or credit card or even other branded cards to make purchases from a PC, mobile device or within a mobile app. Once enrolled, shoppers simply provide their username and password to complete the payment process -- without ever having to leave the merchant's website.About Visa Installments Service: VIS enables flexibility and convenience to cardholders beyond traditional credit by providing simple and transparent payment options helping manage their spend on the trusted Visa network.About Visa Transaction Controls: Visa Transaction Controls empower cardholders to manage their spending through mobile and web platforms, ensuring enhanced financial control through near real-time notifications to enhance security, keep cardholders informed about their transactions, and ensure awareness of account activities.Main Job Tasks and ResponsibilitiesProvide technical implementation assistance to client-side developersAct as the single point of technical contact for assigned merchant and partner accountsManage and troubleshoot escalated technical problems, interfacing with Product Development, Product Management, and/or Operations teamsSet and manage customer expectations effectively, through regular communication or updates on progress, delivering the highest level of customer satisfaction.Provide consistent, high quality and reliable customer service in a manner that will contribute to client retention, elevation of NPS (Net Promotor Score) and organization’s key objectives and results.Coordinate effectively with Customer Success Managers, Product, Engineering, Infrastructure and Security teamsManage high business impact escalations, emergency situations, during regular andoccasionally during off work hours from clients or internal stakeholders when necessary, ensuring timely communication, coordination to help drive resolution.Perform business analytics to help monitor and optimize services performance for merchants and partnersProvide eCommerce and payment acceptance consultative guidance and best-practices to merchants and partnersEducate clients on how ongoing enhancements of Visa services may benefit their businessCreate, edit, and distribute client notifications and communications associated with various integration servicesCapture in the Customer Relationship Management system, details of work performed, all the communication associated with project or issue, including time or effort expended, in a timely manner.Participate in requirements, design, and roll out of new products and servicesAs a voice of customer, represent Client Services to other organizations within the company including sales, operations, product management, and product developmentPartner with Sales to build relationships with technical and business contacts across the account portfolioClient-facing or internal travel (international and domestic), Approx. 20%Key Knowledge DomainsCredit card payments and payment systemsMobile payments and app developmentWeb technologies and systemsThis is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.Basic Qualifications:Experience5 or more years of relevant work experience with a Bachelors Degree or at least2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of work experience with a PhDEnglish language fluency, verbal and written, requiredExperience working with e-commerce platforms, shopping cart technologies, and/ or payment service providers (gateways)Understanding of mobile payments and architecture, including, NFC, TSMs, OTA, secure elements, contactless payments, online/remote payments, QR Codes, cloud based payments and chip cards (contact and contactless).Experience with web-based software development technologies: PHP, ASP, .NET, JavaScript, HTML, XML, JSON, REST APIsKnowledgeManage high business impact escalations, emergency situations, during regular and occasionally off work hours from clients or internal stakeholders when necessary, ensuring timely communication, coordination to help drive resolutionAbility to query database (SQL, NoSQL) or to learn quicklyUnderstanding of Web Security: SSL, HTTPS, Hash algorithms, JWS-JWE Encryption technologiesFamiliarity with PCI DSSSkillsLeadership capabilities and strong interpersonal skills in a team environmentStrong problem-solving skillsClient facing experience with effective written and verbal communication skillsSelf-starter with disposition to work independently in a dynamic, fast-paced setting by managing concurrent priorities and deadlines efficientlyExecutive-level written and verbal communication, and customer interaction skillsStrong organization and time management skills to balance multiple client accounts and technical projects concurrentlyAdopter, champion of emergent technologies such as Gen AI, methodologies such as Agile and ScrumStrong in using effectively collaboration and documentation tools such as video collaboration, Emails, Office suite of products such as PowerPoint, Word, Excel and othersPreferred Qualifications:6 or more years of work experience with a Bachelor’s Degree or 4 or more years of relevant experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or up to 3 years of relevant experience with a PhD7+ years in-depth technical experience such as customer support, software development, or web developmentExperience with data analysis is a strong plusExperience with analytics tools (e.g. MicroStrategy, Tableau) would be a bonusVisa 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. #J-18808-Ljbffr