Company Description
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.
Job Description
Team Summary
At Visa, our commitment to innovation and security drives our efforts to deliver industry-leading solutions for risk and identity management across the Asia Pacific Market. Our Technical Solutions team plays a pivotal role in ensuring that both issuers and processors benefit from reliable, cutting-edge support and guidance. Together, we strive to enhance Visa's value proposition, contributing to the company's reputation as a trusted partner for secure and seamless payment experiences.
The Technical Solutions team sits within the Risk & Identity Solutions, operating from various locations throughout the Asia Pacific Market. By leveraging our regional expertise and technical know-how, we help strengthen Visa's position in the market and deliver tangible value to our customers and stakeholders.
What a Technical Solutions Consultant does at Visa:
As a Technical Solutions Consultant within Visa's Risk & Identity Solutions team, you will play a critical role in delivering high quality support for clients utilizing the VCAS Platform, an ACS solution designed for issuers and processors. Your core responsibilities include overseeing the technical support lifecycle for Risk and Identity Solution products, ensuring client satisfaction through expert troubleshooting and guidance. You will be expected to respond promptly to client inquiries, resolve complex technical issues, and share best practices to enhance customer experience. In this role, you will serve as the subject matter expert (SME) for the VCAS product, delivering technical leadership throughout sales processes, integration phases, and continued support initiatives. You will manage premium accounts for high tier clients, serving as their primary contact for escalations and critical product matters.
In this role, you are expected to:
- Work with premium clients to address enquiries or questions related to the product.
- Generate and deliver Premium Support monthly reports to clients on schedule.
- Provide consultation regarding authentication or transaction questions.
- Serve as a point of contact for critical escalation and escalation management.
- Provide ongoing technical support for VCAS and Risk & Identity Solution's authentication solutions.
- Function as a subject matter expert (SME) for technical sales, integration, and support discussions.
- Troubleshoot complex transaction authentication issues, including analysis of transaction logs.
- Provide guidance and recommendations to optimise performance, security, and user experience.
- Collaborate with internal Visa teams and external stakeholders to support execution of the VCAS product strategy.
- Build long-term client relationships, supporting satisfaction, retention, and adoption of new features.
- Facilitate communication between technical engineers and client-facing teams by translating technical details into actionable information.
This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.
Qualifications
What do you need:
- Bachelor's degree in Business, Finance, Technology, or equivalent
- 8+ years' experience in technical support or relationship management
- Excellent in both Japanese and English communication, written and verbal
- Premium client account and escalation management
- Customer troubleshooting and work session participation
- Monthly reporting and client inquiry support
- Subject matter expert for Risk & Identity Solution products
- Conduct face-to-face client meetings as needed
- Basic troubleshooting with transaction logs and payment flow
- Strong financial, analytical, and decision-making skills
- Excellent English communication, written and verbal
- Independent initiative, able to work autonomously
- Proven strategic thinking and tactical execution with high customer satisfaction in fast paced settings.
- Results driven with effective multitasking under deadlines
- Strong leadership and interpersonal skills
- Ability to identify opportunities and influence stakeholders
- Proficient in MS Office (Word, PowerPoint, Excel)
- Able to translate technical details for clients
- Self-starter with a collaborative approach for global teams
What may also help:
- Candidates with knowledge of 3 Domain Secure (3DS) authentication are preferred.
Additional Information
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.
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