Manager - Technical Solutions

As a Manager - Technical Solutions at Visa, you'll handle escalated tickets for technical troubleshooting, manage API-related client escalations, and participate in intense troubleshooting sessions. You'll also produce essential reports in SQL and MS Excel, analyze data for trends, and collaborate with different teams to enhance our payment solutions. Your role will include supporting clients during system-wide issues and documenting software troubleshooting processes.

To qualify for the Manager - Technical Solutions role at Visa, candidates typically need a Bachelor's degree combined with six years of work experience, or an advanced degree with four years of relevant experience, or a PhD with three years of experience. Additionally, 5+ years in customer support within the software or financial industry and proficiency in programming languages like C#, Java, SQL, and others are essential.

Managers - Technical Solutions at Visa play a pivotal role in client satisfaction by ensuring quick resolution of escalated technical issues, effectively managing communication about solutions, and adhering to defined Service Level Agreements (SLAs). By collaborating cross-functionally to address and resolve client inquiries swiftly, you’ll help maintain Visa's reputation for reliability and support.

Key skills for a Manager - Technical Solutions at Visa include a strong understanding of troubleshooting processes, excellent communication abilities, proficiency in programming languages, and familiarity with data analysis tools like SQL. You must demonstrate resourcefulness, attention to detail, and the ability to manage multiple projects effectively while maintaining a positive team spirit.

At Visa, a Manager - Technical Solutions can expect a hybrid work environment, allowing for a balance between remote and in-office work. Employees are typically in the office 2-3 days a week, fostering collaboration and team cohesion while also enjoying the flexibility that remote work provides, contributing to a dynamic and engaging workplace.

When addressing a technical escalation, I would first assess the severity and specifics of the issue. I’d communicate with the client to gather all relevant information, then replicate the issue as needed. After identifying the root cause, I would work to troubleshoot the issue, keeping the client informed throughout the process, and ensuring we meet the response time defined by the SLAs.

My experience with troubleshooting software issues involves diagnosing problems through systematic testing and user feedback. I document issues clearly and consult with development teams to understand technical intricacies. For instance, in previous roles, I utilized log analysis and user reports to narrow down bugs for quick resolution.

In my last role, I noticed the reporting process was too manual, leading to delays. I proposed and implemented an automated data collection system using SQL scripts, which not only reduced the reporting time but also improved accuracy. As a result, our team could focus more on strategic tasks rather than manual data entry.

I am proficient in several programming languages, including C#, Java, and SQL. My programming background allows me to troubleshoot multiple platforms efficiently. I'm particularly comfortable translating technical requirements into code, which aids me in resolving software issues quickly.

Prioritizing multiple technical issues requires analyzing the impact of each issue on the client experience. I evaluate urgency by considering customer SLAs and potential business risks, and I communicate openly with my team about priorities to ensure we address the most critical issues first.

I have substantial experience working with cross-functional teams, particularly in resolving customer issues that require collaboration across departments. I ensure open communication channels with engineering, data science, and product teams, which fosters a cooperative environment and enhances solution accuracy.

Significant challenges in technical support include keeping up with the fast pace of technology changes, managing customer expectations, and dealing with complex issues that require deep technical knowledge. Continuous learning and effective communication are crucial to overcoming these challenges.

To explain complex technical issues to non-technical clients, I focus on simplifying the terminology and relating the issue to something they can understand easily. I avoid jargon and instead explain how the issue impacts their experience and what steps we're taking to remedy it.

Data analysis is essential in my role as a technical manager. I utilize data to identify trends, track recurring issues, and inform decision-making processes. By analyzing support metrics, I can also better allocate resources and implement proactive measures to enhance service delivery.

I stay updated on technological advancements through continuous education, attending industry webinars, participating in online forums, and subscribing to relevant publications. I also engage in professional networks, which expose me to innovative technologies and best practices in technical solutions.