Client Care Associate

Visa Bogota, D.C., Capital District, Colombia

Client Care Associate

Location: Bogota, Colombia. This hybrid role is part of Visa’s award‑winning customer support team, supporting the business and technical needs of our growing merchant base.

Job Description

The Client Care Associate will respond to partner requests, resolve merchant issues, document cases, and provide technical support for Cybersource merchants, acquirers, or payment facilitators. The position requires a proactive, customer‑focused approach and strong technical aptitude.

Responsibilities

Respond to incoming and partner requests quickly, professionally and meeting KPIs

Answer merchant questions and resolve problems related to billing, account management, website integration, connectivity methods and other technical issues

Thoroughly document cases in Dynamics and update status accordingly

Collaborate with Team Leads, agent support, product support specialists and partner groups to provide one‑call resolution

Serve as the primary technical point of contact for assigned clients, maintaining strong relationships and ensuring client satisfaction

Partner with Sales to build relationships with technical and business contacts across the account portfolio

Conduct regular business performance reviews of live merchants and partners

Proactively monitor client accounts, identifying technical issues or challenges, and work closely with stakeholders to resolve them in a timely manner

Manage and troubleshoot escalated technical problems, interfacing with Product Development, Product Management and Operations teams

Provide technical training and support to clients, helping them maximize the value of Visa’s payment solutions

Educate clients on product features, functionalities and potential integration opportunities

Qualifications

Bilingual proficiency in Portuguese and Spanish preferred

Customer service experience required. Prior experience in call center, financial industry, e‑commerce or technical environment preferred

Demonstrated commitment to business KPIs and exceptional customer service

Excellent verbal and written communication, interpersonal skills, strong team engagement, problem‑solving and multitasking skills

Ability to engage customers to foster merchant loyalty and reduce attrition

Reliable attendance and punctuality

Experience with web‑based technologies (PHP, Python, .NET, JavaScript, etc.), mobile programming languages and APIs (REST, JSON, SOAP, XML, Postman)

Understanding of Web Security, TLS, HTTPS, hash algorithms

Familiarity with PCI DSS

Knowledge of data visualization platforms (Grafana, Splunk, Kibana) preferred

Excellent teamwork skills and ability to influence stakeholders across departments

Seniority Level

Associate

Employment Type

Full‑time

Job Function

Customer Service

Industries

IT Services and IT Consulting

Benefits & 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 considers applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.

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