Director-Client Success A2A

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 an Advanced Technical Solution Lead/Director does at Visa

The Advanced Technical Solutions Lead is a global third-line support function which provides enhanced level of technical assistance for issues and the collection, validation and interpretation of data and statistics. This position will be responsible for the day-to-day operations of the Advanced Technical Solution teams in region to ensure all clients are provided with best-in-class technical service and support. They will also analyze and consolidate performance data and statistics. They will support the customer implementation and customer support groups in designing integration solutions, troubleshooting issues, and analyzing data to contribute to VISA goals and initiatives. The Advanced Technical Solutions team will be responsible for managing escalations from other work groups within the CS Organization, relating to the Risk and Identity Solution product offerings, as well as maintaining and following processes involving departments outside of the CS Group. 

Work streams covered by this role are scheduled, proactive & reactive in nature, making this one of the most varied & flexible roles within the company. The role carries implicit seniority, so while there is no management of staff, the candidate will be required to offer training and coaching to junior engineers and present technical issues to non-technical colleagues at all levels within the organization. This role reports into the Director of, Customer Support for Risk and Identity Solutions.

In this role, you are expected to

• Direct the daily operations of the ATS tasks in region

• Help Define & Execute new service strategies set forth by leadership

• Field escalated tickets from Risk & Identity Support teams globally

• Hire, train, and grow team members on the Risk and Identity Solution product offerings

• Identify and implement strategies to improve quality of service, productivity, and Customer communication

• Support, debug and troubleshoot existing applications and/or database issues.

• Claim and manage highly technical (API related, Developer centric) escalations from clients and CS teams. Utilize CS documentation, usage of test accounts, and knowledge of the RAIS products to resolve multiple and concurrent issues in a timely manner.

• Participate in customer troubleshooting escalations and work sessions

• Troubleshoot product related bugs by reproduction, user testing, log and code analysis.

• Produce and maintain reports (mainly SQL/MS Excel) to support data and KPI requirements.

• Collecting, interpreting, identifying patterns, and trends in sets of data to resolve inquiries.

• Analyze large quantities of data to find trends or patterns of potential issues.

• Design and develop tools for automation and process improvement in various software languages.

• Provide notifications and offer technical troubleshooting to clients impacted by system wide issues.

• Develop software user interfaces using internal tools and frameworks.

• Support, maintain and document software troubleshooting for VRM and VAA

• Execute and work through Incident Management for priority client inquiries in region. 

• Responsible to be a subject matter expert in the following areas including but not limited to

  • Visa Protect Account to Account

  • VRM Rules – expected outcomes, configurations, Rule and VRM UI Troubleshooting

  • Visa Consumer Authentication Service (VCAS)

  • Cardinal Consumer Authentication (CCA)

• Participate in new product pilots to help ensure smooth transition to CS teams

• Manage Risk and Identity L3 knowledge base, for internal and external customer support documentation and troubleshooting guides.

• Processing customer feedback and bug reports

• Ensure tickets are responded to and in accordance with Customer defined Service Level Agreements (SLAs) – Response, Update, and Resolution SLAs

• This job requires you to interact with a variety of global teams to identify and resolve issues affecting all tiers of clients. These teams Include Technical Solution, Product, Engineering, Data Scientist, Operations, Sales, and Technical Account Managers (TAMs).

Additional Responsibilities

• Experience in internal/external customer communication

• Work with software engineering on issues that cannot be resolved to identify a root cause problem

• Off hours on-call availability when required

• Other Duties as assigned by management

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

We are looking for an individual who brings a breadth of experience, a curiosity about payments, is results-driven and client focused. As a candidate, you should have:
• University degree or equivalent experience
• 8+ years of experience customer support role in software, financial, ecommerce, or information services industry:
o Experience diagnosing, reporting, tracking, and resolving software issues
o Experience with File Transfer SFTP
o Experience working in a variety of programming languages
o Experience working in a variety of environments – Windows, Linux
o Experience working with data using TSQL
o Basic network troubleshooting experience
o Programming experience - C#, Java, HTML, XML, JavaScript, SQL, jQuery, CSS, AJAX, HTML, XSL, Perl, PHP
• Must be able to skillfully prioritize and manage concurrent projects and issues
• Demonstrates sense of urgency and timeliness
• Excellent written and verbal communication skills
• Takes the initiative to research and learn on their own: Resourcefulness, motivated, self-starter, willing to learn new programs
• Experience in working with cross-functional/cross-departmental and virtual teams
• Quality Focused: Demonstrates attention to detail listens and requests clarification
• Contributes to building a positive team spirit
• Puts success of team above own interests
• Displays passion and optimism inspires respect and trust
• Follows policies and procedures
• Support VISA organizations goals and values
What will also help:
• Consulting experience
• Ecommerce industry experience
• Understanding of VISA Risk & Identity products and services
• Incident Management experience

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.