Client Specialized Product Support provides service to financial institutions in The Americas for Visa’s complex software applications.
This individual contributor role is responsible for identifying and resolving client issues of moderate complexity. This position will provide day-to-day support to financial institutions, which includes; responding to customer inquiries related to web-based software applications issues while ensuring customer expectations are exceeded.
Provide operational support to large financial institution for specialized software products; act as the voice of the client to other internal groups, including the Product and Technical teams
Identify, troubleshoot, and resolve moderately complex processing, application usage, or business issues to exceed customer expectations
Assure prompt and permanent resolution of client inquiries relating to general functionality for Visa software applications
Understand customer needs, business requirements, and priorities to develop solutions and recommendations based on business needs
Educate customers on software applications, usage and functionality
Responsible for own work flow assignments and must be able to take the initiative to resolve problems and meet deadlines
Assess operational opportunities to increase service quality or efficiency
Build and enhance positive working relationships with Visa client institutions, processors and internal stakeholders
Available during off hours for high priority issues or special projects; on-call monthly for after-hours client inquiries
Minimal travel may be required Qualifications
Bachelors degree in business or computer related field preferred
Minimum of 2-4 years experience in a customer support role in financial services, software or information services
Ability to comprehend and translate technical information and apply to business solutions
Self starter with a demonstrated ability to achieve results as part of an effective team, and ability to effectively prioritize and multi-task under deadlines
Demonstrated success in customer relationship management
Strong verbal, written, presentation and interpersonal skills are required
Able to set priorities, influence others, and manage customer expectations
Excellent time management, organization, and planning skills are essential
Experience using standard MS Office tools (e.g. MS Excel, PowerPoint, Word, Visio, etc.)
All your information will be kept confidential according to EEO guidelines.