Company Description Visa is a world leader in paymentsand technology, with over 259 billion payments transactions flowingsafely between consumers, merchants, financial institutions, andgovernment entities in more than 200 countries and territories eachyear. Our mission is to connect the world through the mostinnovative, convenient, reliable, and secure payments network,enabling individuals, businesses, and economies to thrive whiledriven by a common purpose – to uplift everyone, everywhere bybeing the best way to pay and be paid. Make an impact with apurpose-driven industry leader. Join us today and experience Lifeat Visa. Job Description Overview:The Advanced Technical SolutionsConsultant provides third-line global support, offering advancedtechnical assistance, data collection, validation, andinterpretation. This role involves managing the day-to-dayoperations of the Advanced Technical Solution teams to ensuretop-tier technical service and support for clients. Responsibilities include analyzing and consolidating performancedata, supporting customer implementation, and troubleshooting tocontribute to VISA goals and initiatives. The team handlesescalations related to Risk and Identity Solution products andmaintains processes involving departments beyond Customer Support. Key Responsibilities: - Execute new service strategies set byleadership. - Field escalated tickets from global Risk &Identity; Support teams. - Hire, train, and develop team members on Risk and Identity Solution products. - Improve service quality,productivity, and customer communication. - Support, debug, andtroubleshoot existing applications and database issues. - Managehighly technical escalations from clients and Customer Supportteams. - Participate in customer troubleshooting sessions. -Reproduce, test, and analyze product-related bugs. - Maintainreports (SQL/MS Excel) to support data and KPI requirements. -Identify patterns and trends in data to resolve inquiries. - Designand develop automation tools and process improvements. - Providetechnical troubleshooting for system-wide issues. - Developsoftware user interfaces using internal tools and frameworks. -Document software troubleshooting for VRM and VAA. - ExecuteIncident Management for priority client inquiries. - Serve as asubject matter expert in Visa Protect Account to Account, VRMRules, VCAS, and CCA. - Participate in new product pilots to ensuresmooth transitions to Customer Support teams. - Manage the Risk and Identity L3 knowledge base. - Process customer feedback and bugreports. - Ensure adherence to Customer SLAs for response, updates,and resolution. Client Interaction and Risk Management: - Interactwith global teams to resolve issues affecting all client tiers. -Lead the client-facing Fraud and Risk Support Team. - Managecomplex fraud and risk events across various lines of business. -Provide second-level fraud and risk expertise with proactivemitigation strategies. - Understand and consult on complexprocessing platforms and tools. - Analyze client trends to identifyperformance improvement opportunities. - Drive client adoption ofbest practices and risk tools. - Influence DPS revenue through new Risk Product discussions and client sales support. - Document riskmitigation tactics and strategies for rapid client support. -Develop client engagement plans and strategic relationships. -Monitor systems for suspicious behavior and implement proactivealerts. - Deliver Visa security alerts to reduce client risk. -Present risk spotlights, webinars, and training sessions. - Designand implement Flash Fraud Rules for internal and client supportrequests. - Handle internal and external communications andupdates. - Collaborate with Product, IT, Legal, Risk, Security, and Client Services teams. - Identify and drive cross-functionalprocess improvements. - Advocate for clients by identifyingprocessing risks and optimization opportunities. - Build and manageeffective client relationships. - Stay updated on industry andclient trends, and maintain knowledge of Visa products. -Comprehend and manage complex client change requests andexpectations. - Lead event management for client-facing and supportteams. - Track client interactions using Visa’s CRM tool. Additional Responsibilities: - Communicate effectively withinternal and external customers. - Collaborate with softwareengineering to identify root cause problems. - Available foroff-hours on-call support when required. - Perform other duties asassigned by management. This is a hybrid position. Expectation ofdays in office will be confirmed by your hiring manager. Qualifications We are looking for an individual who brings abreadth of experience, a curiosity about payments, isresults-driven and client focused. As a candidate, you should have:Education and Experience: - University degree or equivalentexperience - 5+ years in a customer support role within software,financial, ecommerce, or information services industries -Background in diagnosing, reporting, tracking, and resolvingsoftware issues - Experience with File Transfer SFTP - Proficiencyin various programming languages and environments (Windows, Linux) - Experience with TSQL and basic network troubleshooting -Programming expertise in C#, Java, HTML, XML, JavaScript, SQL,jQuery, CSS, AJAX, Perl, PHP Skills and Abilities: - Excellentwritten and verbal communication - Strong analytic and data miningskills - Ability to manage multiple projects and prioritize taskseffectively - Demonstrates urgency, attention to detail, andquality focus - Self-starter with initiative, resourcefulness, andwillingness to learn new programs - Ability to work withcross-functional and virtual teams - Proven problem-solving skillsand ability to manage multiple priorities - Strong interpersonalskills with the ability to negotiate and influence at all levels -Proficient in presenting technical and business issues andsolutions to various audiences - Excellent time management,organization, and planning abilities Additional Preferences: -Experience with VISA products and services, client-facing fraudsupport, and consultation - Proficiency in providing technical andconsultative support to customers - Previous experience in riskproducts, client-facing support, and consultation - Advancedproficiency with Visa DPS risk tools and Microsoft Office tools(Excel, Visio, PowerPoint) - Willingness to work off-hours andweekends as necessary - Team player with a positive attitude andability to contribute to team success. Bonus Experience: -Consulting experience - Ecommerce industry experience -Understanding of VISA Risk & Identity products and services -Incident Management experience Additional Information Visa is anEEO Employer. Qualified applicants will receive consideration foremployment without regard to race, color, religion, sex, nationalorigin, sexual orientation, gender identity, disability orprotected veteran status. Visa will also consider for employmentqualified applicants with criminal histories in a manner consistentwith EEOC guidelines and applicable local law. #J-18808-Ljbffr Consulting