Description
We are seeking a highly skilled technical escalation owner to join our Elite Care Escalated Support (ECES) team within Acceptance Solutions. As a trusted advisor and escalation owner for enterprise clients, you will drive rapid resolution of complex client issues, improve the client experience, and partner across Visa to deliver seamless outcomes.
Key Responsibilities:
- Serve as a technical escalation owner for complex client issues, maintaining end-to-end accountability from investigation through resolution.
- Deliver exceptional client experiences through proactive communication, timely updates, and a solutions-oriented approach.
- Partner across Product, Engineering, Operations, Sales, Account Management, and Support teams to drive rapid resolution of client-impacting issues.
- Utilize approved AI, automation, and analytics tools to accelerate investigations, identify trends, and improve operational efficiency.
- Lead and coordinate high-severity incidents, including internal and external communications, stakeholder management, and recovery efforts.
- Support enterprise clients through technical consultations, escalations, and service reviews.
- Monitor operational signals and support trends to proactively identify risks, recurring issues, and opportunities for continuous improvement.
- Collaborate globally across regions and time zones to ensure uninterrupted client support and service continuity.
- Exercise sound judgment in ambiguous or high-pressure situations, balancing client impact, business priorities, and operational risk.
- Contribute to knowledge sharing, process optimization, and training initiatives that improve team effectiveness and client outcomes.
- Participate in after-hours, weekend, and on-call support coverage as required.
Qualifications:
- 2 or more years of work experience with a Bachelor’s Degree or an Advanced Degree.
- Preferred qualifications include 3 or more years of work experience with a Bachelor’s Degree or more than 2 years of work experience with an Advanced Degree.
- Experience in requirements gathering, communication, planning, management, analysis, documentation, and implementation.
- Experience in project management, including tracking the status of activities.
- Experience in analytics using tools such as Excel, MS Project, PowerPoint, and Visio.
- Hands-on experience troubleshooting REST APIs, integrations, and distributed systems.
- Experience in relationship management and setting priorities.
- Experience in managing customer expectations.
- Experience in time management and multitasking under deadlines.
- Experience in working as part of a team and achieving results.
- Experience in verbal, written, presentation, and interpersonal communication.
- Ability to support non-traditional work schedules based on business and client needs.