Technical Support Supervisor

2 weeks ago

Melbourne, Australia DigiCert Full time

**ABOUT DIGICERT**

We're a leading, global security authority that's disrupting our own category. Our encryption is trusted by the major ecommerce brands, the world's largest companies, the major cloud providers, entire country financial systems, entire internets of things and even down to little things like surgically embedded pacemakers. We help companies put trust—an abstract idea—to work. That's digital trust for the real world.

The Technical Support Supervisor is responsible to ensure support is provided in a timely, customer
- oriented, and comprehensive manner. Promote a support culture that goes above and beyond what the customer expects and ensuring that every DigiCert customer support contact is positive. Manage service level agreements and customer satisfaction levels. Identify and promote opportunities to reduce the amount of direct support required through product improvements, training, online support, and self-service. Provide leadership and motivation by establishing clear expectations and coaching employees to achieve DigiCert's support goals. Plan and manage the team's schedules and their professional and technical development. Communicate specific performance feedback through regularly scheduled one-on-one meetings with each Technical Support Analyst (TSA) or Engineer (TSE).

**Some of the things you'll be doing include...**
- Review support tickets for accuracy and to look for any trends that might indicate product problems or customer confusion.
- Track bug and feature requests status to stay on top of the hot issues.
- Keep abreast of product plans and schedule trainings/briefings for TSA/TSEs.
- Coach team members to provide customer-centric support that solves the problem, taking into account customer preferences.
- Coach team members to guide customers toward self-serve support options in a service
- oriented manner.
- Actively manage the support schedule and work assignments.
- Continually assess team skills and knowledge, and usefulness of available resources and support tools and actively work with the Global management team to address gaps.
- Identify training topics and schedule continuing education.
- Continuously provide opportunities for team members to actively develop marketable skills
- Work with Global management team to ensure new hire and ongoing training is comprehensive and effective
- Maintain biweekly one-on-one meeting schedule with each direct report to provide performance feedback, coaching, goal setting, and to discuss potential projects and training needs
- Serve as first level escalation from TSA/TSE and pursue each escalation as an opportunity to turn the customer around and into a fan
- Leadership and management of the Technical Support team including resource management, hiring, mentorship, and performance management

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