Description
We are seeking an Elite Care Escalated Support professional to join our team. As a member of this team, you will be responsible for responding to, investigating, and resolving complex issues for external and internal clients.
The role involves in-depth analysis, investigation, and issue resolution, requiring strong knowledge of the financial services and payments industry. You will interact with clients through multiple communication channels, including phone, email, and Microsoft Teams.
Key Responsibilities
- Operate independently, with a strong self-learning mindset, to resolve complex client issues and identify innovative solutions.
- Deliver high-value customer service to Visa clients, advocating for their needs and striving to exceed expectations.
- Handle escalated client issues and serve as an escalation point for complex matters. Collaborate with global teams to identify and drive solutions.
- Collaborate proactively with clients to identify efficiencies, assess customer impact, and determine required actions, maintaining clear communication through resolution.
- Advocate for Visa clients with internal stakeholders, including Client Success Managers, Sales, Product, Systems, Risk, and Legal teams.
- Build strong relationships with key clients and stakeholders, representing client needs within Visa and helping prioritize enhancements.
- Identify operational improvements to enhance service quality and efficiency.
- Notify clients of critical issues or maintenance outages and stay informed about payment industry trends and Visa products.
- Provide after-hours support as needed.
Technical Requirements
- Hands-on experience with RESTful APIs and SOAP web services, including API integration, authentication, request/response analysis, and troubleshooting.
- Strong log analysis and troubleshooting skills, with the ability to investigate technical issues, identify root causes, and analyze application and transaction flows.
- Experience with monitoring and observability platforms such as Kibana and Grafana, including searching logs, monitoring application behavior, analyzing dashboards, and identifying anomalies.
- Experience with API testing and troubleshooting tools such as Postman, including building and validating API requests, headers, authentication methods, and payloads.
Basic Qualifications
- Advanced proficiency in English and Portuguese.
- 5 or more years of relevant work experience with a Bachelor’s degree in Engineering, Systems Engineering, Electronic Engineering, or a related field; or at least 4 years of relevant work experience with an advanced degree (e.g., Master’s, MBA, JD, or MD).
- Experience handling escalated client issues and resolving complex problems.
- Experience delivering high-value customer service and advocating for clients.
- Experience leading or supporting departmental projects and cross-functional initiatives.
- Experience collaborating with clients and internal stakeholders to identify efficiencies and required actions.
- Experience building strong relationships with key clients and stakeholders.
- Experience identifying operational improvements and reporting project accomplishments. Experience with AI technologies would be considered a strong advantage.
- Knowledge of payment industry trends and Visa products.
Preferred Qualifications
- 6 or more years of relevant work experience with a Bachelor’s degree in Engineering, Systems Engineering, Electronic Engineering, or a related field; or 4 or more years of relevant experience with an advanced degree (e.g., Master’s, MBA, JD, or MD).
- Experience in the financial services, payments, software, or information services industry.
- Expert-level knowledge of Visa systems, including authorization and clearing systems, disputes, rules, and processing platforms.
- Experience in relationship management, strategic thinking, and problem-solving, with the ability to proactively identify processing efficiencies and service improvement needs.
- Experience making sound business decisions, setting direction, and managing both short- and long-term goals.
- Experience performing analysis and drawing conclusions from written or computer-generated materials and observed trends.