RESPONSIBILITIES

Leadership:

Lead the daily operations of the technical support team to ensure service levels, quality standards, and customer satisfaction goals are achieved Monitor and manage support queues, case workloads, staffing schedules, and timecards Coach, mentor, and develop team members through regular one-on-one meetings, goal setting, performance reviews, and ongoing feedback Manage employee performance, including corrective action planning and development initiatives Support recruiting, interviewing, onboarding, and training of new team members

Customer Support & Escalation:

Works closely with management to identify best practices, strengths, weaknesses, opportunities, and threats Assists, leads, and/or coordinates with critical projects/initiatives Works closely with engineers, product managers and sales engineers to improve product vision and contributes in a meaningful way to customer success Supports team in resolving highly technical and complex problems and works closely with other departments within the organization to identify root cause and resolution Assists management with customer escalations

Quality & Process Improvement:

Performs quality assurance for team and maintain calibration with QA organization Partner with the Triage Manager to develop and administer semiannual technical certification assessments Participate in customer meetings and conference calls as needed to support high-priority accounts and performs loyalty callbacks to maintain high levels of customer satisfaction

REQUIREMENTS

Bachelors Degree or equivalent work experience 2+ years experience managing teams, coaching employees, or serving in a supervisory capacity 5+ years of technical customer support center or technical helpdesk experience Experience supporting corporate clients Experience collaborating across business teams to resolve complex, technical issues Experience managing multiple priorities in a fast-paced, customer-focused environment High aptitude to learn complex technical concepts This position is based in our Reston, VA office and offers a hybrid work schedule. The pay range is $99,000 - $134,000. The anticipated annual base salary range for this position is noted above, however, base pay offered may vary depending on job-related knowledge, skills, experience. Verisign offers a discretionary bonus which is based on individual and company performance, and certain roles may be eligible for discretionary stock awards. Verisign is an equal opportunity employer. That means we recruit, hire, compensate, train, promote, transfer, and administer all terms and conditions of employment without regard to their race, color, religion, national origin, sex, sexual orientation, gender identity, age, protected veteran status, disability, or other protected categories under applicable law.

Additional Information:

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