As a senior member of the Client Services team, you will control and manage customer issues supporting the product suite.
You will apply an expert level of troubleshooting skills to specific incidents, extract knowledge and understanding from the events and cascade the lessons learned into the knowledgebase, the team and the product development lifecycle.
As a Team Leader you will be responsible for your team members, specifically to staffing, ensuring little impact to the department or operations.
Deliver Team and Departmental KPIs, attempt to increase departmental productivity, improve efficiencies and keep within budgets.
Deliver individual KPIs set by your Manager within agreed timescales.
Understand and demonstrate knowledge of the certificate lifecycle management including, ordering, vetting, delivery, installation, reissuance and revocation of SSL and client certificates.
Demonstrate knowledge of PKI (Public Key Infrastructure)
Knowledge of cryptographic utilities and other resources to assist with Case/Incident management.
Day to day duties:
Maintain clear and consistent communication channels with your team, other Team Leaders, your Manager and VP so that all is “kept in the loop”.
Meet or surpass KPIs and goals agreed with Manager.
Responsible for tracking and reporting weekly/monthly statistics, team productivity, QA Auditing, attendance and project time relating to your team.
Assist Regional Managers in team appraisals and the hiring process as per business requirements.
Due to different locations, be the "eyes and ears" and advise management if there is a change from routine or normal operations. Share team concerns with Regional Managers.
Attend weekly Team Leaders meeting with Manager.
Share with Senior Management any communications with other departments that may impact the department including inter-departmental requests.
Plan and manage team resource availability, including highlighting future requirements with accompanying supporting documentation.
Shared responsibility of Queue management with other team leaders ensuring that all Cases/Incidents are managed within departmental SLAs.
Managing staff resources to address incidents which involve support, make sure that staff follow processes/procedures and complete the tasks assigned to them on time.
Monitor the Global Support chat and any other chats (API etc,) to ensure all Support agents are assisted/mentored for any of their questions.
Peer review team members emails sent to customers to ensure format and quality of communication remains consistent.
Candidate skills and experience required:
Familiar with ITIL (Information Technology Infrastructure Library) framework and functions.
Experience building relationships with third parties, including customers and stakeholders or demonstrate equivalence.
Hands-on and able to work in multi-disciplinary teams (department colleagues, business functions) or demonstrate equivalence.
Experience of a Customer Service environment.
Is PC literate and has a typing proficiency of a minimum of 40 wpm with 1 mistake.
Ideally has knowledge of project management tools and techniques.
Knowledge of and experience using Microsoft Office and CRM applications.
Ideally understands security principles, concepts and techniques used in the IT Industry.
A qualification in Computer Sciences preferred but not essential.
A technical background in Software Engineering/Testing Experience is preferred but not essential