Description
Visa's Client Services team provides industry-leading operational support to clients worldwide. As an Implementation Consultant focused on Configurations, you will be responsible for managing configuration activities, identifying and resolving issues, and providing support to clients and internal stakeholders.
Key Responsibilities:
- Provide implementation and configuration support to assigned Visa clients and/or support to assigned countries/regions.
- Manage all types of configuration requests in support of client and Visa initiatives.
- Meet deadlines through effective management of workload and prioritization.
- Coordinate directly with clients or via internal stakeholders to understand program set-up requirements and manage steps required to support all new card program installations, processor conversions, and updates to existing programs without customer impact.
- Review, research, analyze, and configure each client configuration request in detail to ensure completeness and accuracy.
- Participate in calls associated with client configurations with internal stakeholders and / or clients.
- Accurately complete configuration tasks, adhering to all audit requirements and performing correct billing.
- Provide fast problem resolution support for production and testing configuration changes, provide out-of-hours support according to a rota, and report and triage root cause and process improvements to improve the service we deliver.
- Facilitate emergency requests and coordinate internal resources.
- Evaluate incidents and document/share lessons learned with teams.
- Review and approve other team members' implementation changes.
- Share knowledge with colleagues in learning of new products, services, and processes.
- Act as lead for corporate and/or client initiatives – both internal and external – using best practices, lessons learned, and technical/analytical skills.
- Build and enhance positive working relationships with Visa clients and internal stakeholders.
- Represent customer system and operational requirements to internal Visa organizations.
- Prepare and lead training to internal and/or cross-functional teams and external clients, as applicable.
- Develop and contribute to department processes and procedures.
Qualifications:
- A minimum of 8 years’ equivalent experience in a customer support role in software or in financial or information services.
- Bachelor’s degree in business, Finance, Computer Science, Information Technology or equivalent qualification.
- Experience using standard MS Office tools.
- Excellent time management, organization, and planning skills.
- Ability to articulate technical terms or processes in simple terms to suit your audience.
- Strong expertise and specialized knowledge in areas of responsibility and tools required to support client configurations or demonstrated ability to quickly absorb and apply technical knowledge to support the role.
- Ability to train and mentor others effectively.
- Ability to follow complex processes and procedures and to adjust to a continuously changing environment.
- Able to set priorities, influence others, and manage customer expectations.
- Demonstrated ability to achieve results as part of an effective team, and ability to prioritise effectively and multi-task under deadlines.
- Able to remain calm and professional in high stress situations.
- Excellent verbal, written, and interpersonal communication skills.
- Ability to communicate effectively in English and Portuguese is required