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Sr. Manager, Technical Support
Eligibility :	Technical degree required
Location :	Watertown, MA
Designation :	Sr. Manager, Technical Support
Details ::
Verisign

Experienced and hands-on Senior Manager to oversee 4-6 Technical Support Engineers responsible for 8-12 of the Digital Content and Messages Services (DCMS) products. This person reports to the Director of DCMS Support and will provide leadership and guidance to the team in two locations, Watertown MA and Toronto Canada . Primary focus will be on developing and improving customer loyalty by enabling effective and efficient support processes while building strong relationships with our customers and other internal teams. Responsibilities: Manage customer escalations, team work priorities, and support processes. Provide mentoring and problem analysis and resolution guidance to team. Help team understand how to effectively communicate with clients. Adhere to customer SLA guidelines. Measure, monitor, and adjust work efforts to achieve SLA requirements and improved customer loyalty scores. Facilitate and improve communication processes on support issues between Engineering, Product Management, Client Management, Consulting Services, and Production Services (Operations) teams. Ensure products are defined with supportability built in and work with product management and engineering on support requirements. Hire and build team of top-notch Support individuals.
VeriSign Inc (NASDAQ: VRSN) operates intelligent infrastructure services that enable and protect billions of interactions every day across the world's voice and data networks. Every day, we process a
Salary :	Unspecified
Company URL :
Last Date :	2007-09-29
Address:	Verisign, Watertown, MA

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