Technical Solutions Consultant

Bachelors in Computer Application (Computers)

Nationality: Any Nationality

Vacancy: 1 Vacancy

Job Description

• Manages 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 payment flow 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 payment flow products and services.
• Understand customer needs, business requirements, and priorities to develop solutions and recommendations based on business needs.
• Manage 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 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.
• 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.
• Design and implement 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 required.

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

Desired Candidate Profile

Qualifications

• 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 processing/ecommerce systems and services, and their practical application.
• Minimum of 3 years experience in a customer support /Account Management role in financial services, software or information services.
• Experience with API integration, JSON feed, error/exception handling.
• 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 a number of 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.