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SECURITYFOCUS JOBS - NEW OPPORTUNITY
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JOB DESCRIPTION
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Position: Technical Support Engineer
Location: Mountain View, California, United States
Type: Permanent F/T
Closing Date: 2007-08-16
We are looking for an energetic and dynamic team-player with excellent
organization, communication and leadership skills to manage the Technical
Support team concerning VeriSign's Security Services products. The ideal
candidate will have a passion for VeriSign and a commitment to providing
customers with a world-class experience. A Technical Support Supervisor will
be immersed in VeriSign's fast-paced environment and will be expected to
proactively contribute suggestions about how to make our customers and VeriSign
more successful.
Responsibilities:
Build and sustain a team environment in which all employees understand the
customer and their needs, is committed to continuous improvement, focuses on
achieving team goals, and feels appreciated and rewarded for their efforts
Ensure all customer inquiries are handled according to team goals and Service
Level Agreements (SLAs)
Develop and coach all employees, including new hires, and provide ongoing
feedback
Develop and implement new policy and procedures if necessary
Assist with customer escalations and proactively follow up with dissatisfied
customers
Hold regular meetings with the team to assess their progress and share success
stories
Serve as key liaison with cross-functional teams (engineering, operations,
sales, quality assurance, product management) to help define and implement new
policies and practices
Structure and provide appropriate updates on team issues, product roll outs
and developments to executive teams
Develop career path programs for each employee
Establish SMART (Specific, Measurable, Attainable, Realistic, and Tangible)
goals and objectives for the team and each employee
Identify and write individual performance goals and annual reviews
Monitor progress and results of performance objectives and clearly document and
communicate to each employee
Respond to incoming customer inquiries about VeriSign Security products
Analyze complex customer issues to identify problem area(s) and recommend and
take corrective action
Provide superior technical service and build successful long-term relationships
with external clients to ensure customer loyalty
Develop common question and answer documentation to be included in VeriSign's
Knowledge Base
Actively contribute to Web self-help by using Knowledge Centered Support (KCS)
principles
Demonstrate ability to accurately gather information and document customer
issues through the CRM tool
Requirements:
Strong interpersonal skills required to function both in a team environment and
to build relationships with our valued employees and customers
Solid leadership skills
Excellent communication skills and ability to speak to both technical and
business stakeholders
Excellent performance management skills/experience
5+ years technical/customer support experience
1 – 2 years supervisory, leadership, or team lead experience
Advance knowledge of Microsoft Windows XP, 2000 Server, 2003 Server and Vista
Proficient in Microsoft Office Word, Excel, Outlook, and PowerPoint
Basic understanding of networking protocols and devices, Web servers and VPN
Understanding of PKI, SSL, HTML, DNS, S/MIME, OpenSSL and SMTP are a plus
Must display RAPID (Respect, Accountability, Passion, Integrity and Drive) in
actions and work
Posses a positive attitude and outlook
Customer-focused and can demonstrate mastery of customer service skills
Strong problem solving and analytical skills
Ability to multi-task
Quickly adapt to new technology and terminology
Strict attention to detail and accuracy
Bachelor’s degree, MCSE or equivalent experience preferred
JOB REQUIREMENTS
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Please see Job Description.
CONTACT
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Please submit all resumes to pberi@verisign.com
VeriSign
Priti Beri
pberi@verisign.com
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SECURITYFOCUS JOBS
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