Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

The Technical Solutions Team (TS) team is tasked with proactively identifying operational opportunities to increase service quality and efficiency for clients using Visa’s dispute platform (Visa Resolve Online – VROL). Support includes, but is not limited to, troubleshooting User Interface, Batch File, and API (SOAP and REST) issues.

This individual contributor role involves identifying and resolving complex issues across various Visa applications and products. You will take a broad perspective to find innovative solutions. Additionally, you will provide integration and post-launch support to Acquirers, Issuers, Third Parties, and internal Visa partners. You will handle escalated support requests and collaborate with teams both inside and outside Visa’s Client Services (CS) organization. This position requires a self-starter with strong execution, analytical abilities, and excellent soft skills. You will work independently and receive minimal guidance for the most complex situations.

 This role goes beyond simply resolving issues as they arise. We seek creative troubleshooters eager to join our efforts to modernize our operations and drive change within the organization and for our clients. We are transitioning from a reactive, waterfall model to a proactive, agile approach, working closely with our clients to address their business needs and help them achieve their goals.

The ideal candidate will possess a blend of skills: part Business Analyst, part Technologist, with a touch of Product Management, a dose of advisory expertise, with exceptional Customer Service abilities.

Essential Functions

• Demonstrated strong leadership capabilities and interpersonal skills 
• Strong problem-solving skills with a will for continuous learning
• Key contributor on team, responsible for being a client advisor, addressing the business and support needs for all Clients utilizing various Visa mitigation tools
• Manage and troubleshoot escalated technical problems, interfacing internally with Development, Product, and or Operations and externally with Client technical and business teams.
• Able to shift priorities as needed and demonstrate proactive willingness to help others, to ensure customer expectations are exceeded, and advocate on behalf of the clients 
• Provide technical implementation assistance to developers.
• Perform business analytics and performance monitoring of key client(s) to proactively identify operational improvements -efficiencies. 
• Educate partners (internal and external) on how enhancements and services benefit their business.
• Create, edit, and distribute client notifications and communications.
• Represent TS to other departments (e.g., Sales, Operations, Product, and Development).
• Partner with Sales to build relationships with technical -business contacts across account.
• Be a role model-leader-change agent within team, expected to provide proactive support and communication.
• Build deep product knowledge in VROL products and services.
• Commit to and deliver value as part of a Scrum team.
• Commit to being part of and fostering a sense of team. 
• Possible weekend hours and afterhours- on-call support on a rotating basis.

This is a remote position. A remote position does not require job duties be performed within proximity of a Visa office location. Remote positions may be required to be present at a Visa office with scheduled notice.

Basic Qualifications
• 5 or more years of relevant work experience with a Bachelors Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of work experience with a PhD
• A track record of strong customer focus and client-facing experience.
• Proficiency providing consultative support to external customers and identifying business needs.
• A self-starter with strong organization and resolution management skills.
• Strong leadership capabilities and interpersonal skills.
• Strong problem-solving skills and analytical abilities.
• Deep understanding and experience with technical concepts.
• Be curious.
• Eager to learn. Eager to teach and share knowledge.
• Excellent written and verbal communication skills.

Preferred Qualifications
• 5-10 years of work experience and a bachelor’s degree.
• 4+ years of Payment Industry experience.
• 2+ years of disputes experience.
• Experience supporting Applications and Application Users.
• Scrum-certified or extensive experience with Scrum- Agile methodologies.
• Programming experience with web-based technologies. E.g., Java, HTML, XML, JSON, REST - SOAP.
• Experience with SharePoint, JIRA, and-or Wikis (Confluence).
• Experience working with cross-functional-cross-departmental teams.
• Executive-level written - verbal communication-interaction skills.

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel 5-10% of the time.

Mental/Physical Requirements: This position will be performed in an office setting.  The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.

Visa 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.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.

U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is 99,700 to 180,650 USD per year, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401 (k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.