Consultant, Technical Solutions

The Technical Solutions consultant is a subject matter expert within the function, providing excellent technical support and acting as a consultant across all Visa products in their area of responsibility.This role is responsible for providing consultation level expertise to internal and external clients on all Risk, Identity and Loyalty solutions. This includes but is not limited to products and services such as 3DS Authentication, Visa Cardholder Authentication service (VCAS), Visa Risk Manager (VRM), Visa Protect Account to Account, Visa Merchant Loyalty Solution, Visa Loyalty Platform Service, Cardinal Consumer Authentication.The incumbent will be responsible for managing cases and escalations from other work groups within the CS Organization, relating to the Risk, Identity and Loyalty Solution product offerings, as well as supporting CEMEA wide initiatives, product activations, and accelerating time to revenue. They will work in collaboration with Client Resolution, Product, implementation, technology, and clients across all markets.The Technical solutions resource will also provide Global and regional teams with market intelligence and product performance insights.  Projects and support cases will vary from moderate to complex depending on client and market maturity. Additionally, the Technical Solutions Consultant will work cross-functionally with peers from other regions using the follow the sun support model. The incumbent will demonstrate an in-depth technical knowledge of all products and services under the RaIS & Loyalty, representing all aspects of Visa technical support infrastructure. The incumbent will also develop and train team members and act as role model/leader within team.Key ResponsibilitiesManages strategic business relationships with clients and partners to accelerate speed to revenue for products and services across CEMEA.Collaborate with Product to review and drive adoption of new Risk, Identity and Loyalty solutions and translate the Visa technical requirements for our clients. Provide technical and operational support to Visa clients and partners. Act as the voice of the client to other internal groups, including Product and Technical teams.Proactively resolve, own and manage stakeholder communication on all business & technical problems on all Risk, Identity and Loyalty products and services.Understand customer needs, business requirements, and priorities to develop solutions and recommendations based on business needsManage and troubleshoot escalated technical problems, interfacing with Product Development, Product Management, and/or Operations teams Identify, troubleshoot, and resolve moderately complex processing, application usage, or business issues to exceed customer expectationsPromote and deliver consultancy and bespoke training to clientsBuild and enhance positive working relationships with clients and partners to develop solutions and optimal way of working Lead client discussions, representing products and services from both a technical and business perspective.Manage technical communications with client’s technical team, project team, customer services team and senior executivesIdentify, troubleshoot, and resolve queries relating to the Application Programming interfaces (APIs), XML files, SOAP REST and JSON messages.Identify, troubleshoot, and resolve moderately complex processing, application usage, or business issues to exceed customer expectationsMaintain strong relations amongst team, as well as with key stakeholders (Client Resolution, Client Success, Product, and Technology).Train and coach team members on products & services essential for day-to-day operations to ensure customer expectations are exceededManage high priority incidents by taking full ownership, engaging with senior management for escalations and the ability to provide an Executive Summary to senior management.Designing and implementing tools, processes and procedures (e.g. macros, database queries, reporting) to improve the team’s productivity and efficiency in handling client queries.Minimal travel may be requiredThis is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.