• Provide high value customer service support to clients, internally and externally, ensuring customer expectations are exceeded, be the voice of the client
• Participate in client and Visa internal cross-functional customer service delivery initiatives.
• Any major issue impacting a client, or any client issue affecting Visa, should be managed through problem and communication management.
• Build and strengthen strong working connections with key clients and internal stakeholders.
• Organize internal resources to meet the goals of the client and Visa.
• Proactively notify clients regarding any widespread or business critical problems with the application, as well as scheduled periodic maintenance outages
• Report customer project accomplishments and deliverables to internal stakeholders
• Engage Technology and Product organizations to regularly review and identify permanent solutions to frequently encountered operational issues
• Educate and train clients on how to use Visa Business Solutions products properly.
• Represent challenging and somewhat complex client change requests, system or operational requirements, and negotiate and manage internal and external expectations.
• Create and manage operational initiatives, special projects, and a client-driven plan for ongoing development.
Requirements:
· Bachelor’s Degree in computer science, engineering or relevant field.
· Minimum 10 years’ experience in information technology, software application, and cybersecurity.
· A highly-analytical mind-set with superb problem-solving skills.
· Outstanding communication and presentation skills.
· Good understanding of information system technologies and software application.
