Client Service – Consultant, Technical Solution


Hong Kong Remote


Payment Networks & Schemes / Technology

Jan 23

Company Description

Visa is a world leader in digital payments, facilitating more than 215 billion payments transactions between consumers, merchants, financial institutions and government entities across 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.

When you join Visa, you join a culture of purpose and belonging – where your growth is priority, your identity is embraced, and the work you do matters. We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world – helping unlock financial access to enable the future of money movement.

Join Visa: A Network Working for Everyone.

Job Description

Team Summary

CyberSource, a Visa company, is a global leader in eCommerce payment management. CyberSource was one of the world s first payment gateways, connecting online merchants to payment networks, including Visa. Today, CyberSource offers a full-service payment management platform for eCommerce merchants, combining global payment processing, fraud management and payment security systems


What a Technical Solution Consultant does at Visa:

  • Act as primary technical point of contact for our largest high value reseller partners, addressing any technical challenges or payment questions that may arise.
  • Manage escalations until the issues have been resolved.
  • Oversee and coordinate implementations and provide as-needed consultative integration guidance for new resold merchants.
  • Educate partner on how new CyberSource products and functionalities may contribute to their business models.
  • Work with reseller on best practice implementation and support for resold merchants.
  • Define engagement processes between reseller, resold merchants, and CyberSource teams.
  • Advocate product enhancement requests with our cross-functional teams.
  • Lead product trainings and perform merchant business reviews as needed.
  • Build deep product knowledge in CyberSource products and services.
  • Partner with our Alliance team to build relationships with technical and business contacts with our resellers.
  • Engage resellers in face to face meetings
  • Coordinate with the Technical Account Management team on shared initiatives/product matters.
  • Travel is required (up to 20% travel)


Why this is important to Visa

Technical Solutions Consultants are the main technical liaisons for CyberSource s client base. We are currently looking for a Technical Solutions Consultant for the CyberSource Customer Support team to manage the relationships with our highest value reseller partners. This individual will be responsible for engaging our reseller partners on new products, requirements, and issue management, and the individual will have a vital role in ensuring that our partners integrations are functioning optimally. The candidate will also work with our Alliances organization in fostering the relationships with our valued partners, and will play a key primary role during business reviews, trainings, and presentations.


Projects you will be a part of:

  • Provide technical support and account management of top tier Visa/CyberSource accounts in Indonesia
  • Manage new accounts in the pipeline

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 two days a week, Tuesdays and Wednesdays with a general guidepost of being in the office 50% of the time based on business needs.


What you will need (Basic Qualifications):

• A track record of a strong customer focus. 8 or more years of experience in a Customer Support/Account Management role is strongly preferred.

• Comprehensive understanding of the CyberSource Reseller Partner model is required.

• Strong understanding of technical concepts, programming languages (Java, C/C or more or more, Perl, etc.), and markup languages (HTML, XML)

• 3 or more years of payment industry experience is strongly preferred.

• Must have the ability to skillfully prioritize and manage concurrent merchant projects and issues.

• Ability to articulate complex topics to variable audiences is required.

• Card-not-present and risk mitigation methodology experiences are strongly preferred.

• Excellent written and verbal communication skills.

• Ability to write, read and communicate in Chinese and Cantonese.

• Experience in working with cross-functional/cross-department teams

• Experience in project management is preferred.

• A self starter with strong organization skills and resolution management.

Additional Information

Visa has adopted a Covid-19 vaccination policy. As a condition of employment, all employees based in the country where this job is located are required to be fully vaccinated for Covid-19 unless, by reason of a medical or health condition, a reasonable accommodation (such as the option for regular testing, remote working etc.) is approved or as otherwise required by law.

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Leading global payment solutions