Tech Support Team Lead

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

What we do

Member of the Visa family since its acquisition in November 2020, YellowPepper's proven platform, Yepex®, enables issuers to easily launch card and account agnostic real-time payments solutions (P2P, P2M, and Cross-Border, among others) while providing value added services such as tokenization, identity validation and risk tools to deliver a complete transaction and service offering. The company is creating the Next Generation Payment Ecosystem to help financial institutions, retailers, and their customers to transact digitally, with security, anytime and anywhere. Operating in 11 countries, the Miami-based global company currently serves 50 clients and 6 million monthly active users.

Our Vision

Create the foundation of the Digital Economy to enable the best and most secure everyday life experience.

 Our Mission

To create the next generation Payment Ecosystem to simplify people’s lives.

What’s it all about?

Yellowpepper has an opportunity for a Technical Solution (TS) in Client Services.

The Technical Solutions Team Lead is a subject matter expert within the YellowPepper Client Services team at Visa and provides excellent technical support and consultancy across a number of Money Movement Solutions (MMS) products and services. This role is responsible for identifying and resolving client issues of high complexity and successful candidates will provide day-to-day support to financial institutions whilst providing best in class customer experiences.

The TS will over time demonstrate an in-depth technical knowledge in a growing number of  MMS  products and services and will be able to successfully work on different technical support platforms.

As a TS you will work in a highly collaborative team environment. You will need to be highly approachable by your colleague’s seeking advice and at the same time you can rely on the Technical Solutions Management Team to give you the same support.

Responsibilities: 

• Provide technical consultation and problem resolution to clients.
• Build and enhance positive working relationships with key clients and internal stakeholders.
• Utilize CRM to respond to client inquiries, providing prompt response, status and keeping client updated throughout the incident.
• Act as liaison for the client by working with key internal teams including Technology & Operations, Product, Customer Success, and other business functions.
• Engage Technology, Engineering and Product organizations to regularly review and identify permanent solutions to frequently encountered operational issues.
• Identify, troubleshoot, and resolve queries relating to MMS’s Application Programming Interfaces (API), XML files, SOAP REST and JSON messages to support System Interface.
• Responsible for own workflow assignments and must be able to take the initiative to resolve problems and meet deadlines.
• Utilizing exceptional analysis and problem-solving skills to resolve technical problems by applying own understanding and in-depth knowledge of MMS services for specialized areas.
• Maintain and cultivate strong relationships amongst the team and other key departments within the company.
• Take ownership of high severity incidents and engage with senior management for escalation and communication purposes.
• Identify, troubleshoot, and resolve complex processing, application usage or business events.
• Develop effective working relationships with external and internal clients and achieve best in class customer satisfaction targets.   
• Contribute quality content to our support knowledge base.
• Monitor and analyze key trends with live merchants and partners, escalating internally where appropriate.

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

Qualifications

2 or more years of work experience with a Bachelor’s Degree or an Advanced Degree (e.g. Masters, MBA, JD, MD, or PhD)

Preferred Qualifications
6 or more years of work experience with a Bachelor's Degree or 4 or more years of relevant experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or up to 3 years of relevant experience with a PhD

Bachelor’s degree in computer science, Information Technology or equivalent work experience in a business analyst role in software or financial services
• 5+ years of technical customer support experience, working directly with external customers.
• Knack for troubleshooting and debugging complex technical issues at all levels of an application stack.
• 4+ years of experience in system administration or systems/applications support (Windows, Linux).
• Proven ability to manage complex technical systems across several products, platforms, and services.
• Excellent verbal, written, and interpersonal skills are required.
• Analytical & customer service skills.
• Significant experience in a customer support role in financial services, payment card, software, or information services.
• Ability to read/troubleshoot transaction logs.
• Fluent speaking in Spanish and English
• Experience using standard MS Office tools (e.g. MS Excel, PowerPoint, Word, Visio, etc.).
• Understanding of APIs
• Ability to communicate ideas and plans clearly and build support for them.
• Customer focus with proven ability to establish productive working relationships with staff and management at all levels.
• Ability to set priorities and manage customer expectations. Work both as part of a team and independently.
Preferred Qualifications:
•Knowledge of database, application, and web server systems support (e.g. MySQL, Apache, etc).
•Performance monitoring.
•Familiarity of technical concepts, APIs, programming languages, or markup languages
Software and Programs:
Jira, Service Now, MS Dynamics, MS Office, GCP, AWS, Active Directory, Grafana, Generative IA, Tableau, Elastic Search

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.