Responsibilities:
- Identify, troubleshoot, and resolve queries relating to the Application Programming interface (API), XML files, SOAP REST and JSON messages to support System Interface
- Identify, troubleshoot, manage, and resolve moderately complex technical, processing, application usage, or business issues to exceed customer expectations, interfacing with Product Development, Product Management, and/or Operations teams
- Stay current with industry and client trends and maintain a strong knowledge of Visa products and services. Represent complex customer change requests, system or operational requirements, negotiate and manage expectations internally and externally.
- Develop and manage strategic planning and operational initiatives, special projects and client-driven continuous improvement plans. Identify and analyze processing issues with client impacts, consistently communicate situational status and resolution, advise on SLA performance both internally and externally and develop improvement plans to address chronic client problems.
- Support biannual business enhancements and all Visa mandates
- Work proactively with Clients to identify operational efficiencies, determine customer impacts and required actions, and collaborate with Client on ongoing status through completion.
- Work closely with Technical Solution Team, Client Success Manager, O&I Managers, Client Configuration teams, Licensing, and Sales to understand Client objectives and to seek out solutions.
- Maintain relationships with internal and external Clients to understand local market needs and trends, and gain insight on the need to enhance support approach.
- Establish and foster relationships with Clients and internal stakeholders at all levels of staff and senior management.
- Stay abreast of new rules, products and services, and industry and technology trends to be able to support Visa strategic goals and Client initiatives.
This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.