Consultant, Technical Solutions
Visa
- Johannesburg, Gauteng
- Permanent
- Full-time
- Manages strategic business relationships with clients and partners to accelerate speed to revenue for products and services across CEMEA.
- Collaborate with Product team to review and drive adoption of new products and services 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 platform products and services.
- Understand customer needs, business requirements, and priorities to develop solutions and recommendations based on business needs.
- Manage the on boarding, solutioning and support of detailed systems solutions for clients.
- Manage and troubleshoot escalated technical problems, interfacing with Product Development, and Operations teams.
- Identify, troubleshoot, and resolve moderately complex processing, application usage, or business issues to exceed customer expectations.
- Promote and deliver consultancy and bespoke training to clients.
- Build 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 executives.
- Identify, 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 expectations.
- Maintain 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 exceeded.
- Manage 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.
- Ideally educated to degree level, or equivalent in Computing or business-related subjects would be an advantage.
- Ideally a minimum of 3 years’ experience of payment processing, ecommerce systems, Dispute Resolution or Risk management function.
- Minimum of 3 years’ experience in a Customer support /Account Management role in financial services, software or information services
- Intermediate-level knowledge of multiple programming / scripting languages. (Java, C/C++, Perl, PHP, etc.)
- Ability to read, analyse, system Logs and error/exception handling logs.
- Demonstrated success in customer relationship management
- Able to convey technical and business issues and solutions to various internal and external audiences effectively to support organizational plans.
- Understanding of key business metrics and how to use data to inform business decisions
- Proven ability to manage complex technical systems across several products, platforms and services
- Able to shift priorities and demonstrate a proactive willingness to influence others, and manage customer expectations
- Familiar with Payment Industry Standards and their application
- Self-starter with a demonstrated ability to achieve results as part of an effective team, and ability to effectively prioritize and multi-task under deadlines
- Enjoys learning about complex concepts and finding effective ways to communicate them in a clear, concise manner.
- Willingness to travel
- Comfortable using standard MS Office tools (e.g. MS Excel, PowerPoint, Word, Visio, etc.)