Support Manager
Are you passionate about shaping the security landscape of the Internet, influencing new security policies long before they’re adopted by every browser? Join SSL.com, a leading digital certificate authority located just minutes from I-69 in the vibrant Upper Kirby area. As a key player in Internet security, SSL.com offers a suite of digital certificate products including SSL/TLS, S/MIME, code and document signing, client authentication, and IoT solutions. As a voting member of both the CA/Browser Forum and the Cloud Signature Consortium, SSL.com plays a pivotal role in driving Internet security standards forward. Every team member contributes directly to this mission and engages with companies such as Google, Amazon, Mozilla, Cisco, Microsoft, and Oracle.Job Description
- Strategic Oversight: Take charge of all Support team activities, ensuring smooth operations and
alignment with organizational goals. - Quality Assurance: Set delivery and quality goals for support activities across all shifts,
maintaining high standards of service excellence. - Team Leadership: Provide direction, training, and guidance to the Support team and its
members, fostering their professional growth and success. - Customer Support: Be available to assist team members in resolving customer issues and
support concerns, ensuring exceptional service delivery. - Training Coordination: Manage Tier 2 role training for prospective Tier 1 Specialists, facilitating
their development within the team. - Resource Management: Oversee and delegate team coverage, including weekends, hiring
needs, and day-to-day performance management, optimizing resource utilization. - Compliance Oversight: Coordinate with the Compliance Manager or team to address any
compliance-related needs or issues. - Administrative Duties: Provide approval for timesheets and time off for the Support Team,
ensuring accurate and timely submission. - Premium Support: Oversee and delegate efforts related to premium support for identified
customers, ensuring superior service delivery. - Review Site Management: Lead efforts to maintain a 4.5-star rating across review sites,
addressing any areas for improvement. - Escalation Point: Serve as the final escalation point for customers or Support Team members
encountering unresolved issues, ensuring prompt resolution.
Education:
- Bachelor’s Degree and/or 4 years of work experience.
At SSL.com , we champion diversity and foster an inclusive environment where every employee is valued and respected. We are committed to providing equal employment opportunities worldwide, free from discrimination of any kind. Join our dynamic team and help shape the future of Internet security.