Applyđź“Ť United States, United Kingdom
🧠Full-Time
🔍 Computer & Network Security
- Bachelor’s degree in Computer Science, Information Technology, or a related field; or equivalent experience.
- Strong experience in customer support operations leading cross-functional optimization initiatives.
- Familiarity with Cryptography and PKI solutions preferred.
- Proven ability to manage complex projects and multiple priorities.
- Demonstrated leadership abilities, with experience leading cross-functional teams.
- Strong analytical skills and experience with support metrics and data analysis.
- In-depth knowledge with Support and CRM tools such as ticketing systems and workforce management.
- Advanced knowledge of IT service management principles and ITIL and NIST frameworks.
- Professional or Technical certification in support frameworks such as ITIL foundation.
- Professional certification in support frameworks such as Zendesk Support Administrator Expert.
- Collaborate with cross-functional teams, including Sales, Product Development, and Customer Success, to ensure alignment of processes and initiatives.
- Monitor and analyze key performance indicators (KPIs) to assess the effectiveness of training programs and operational processes.
- Manage project plans for internal initiatives and goals, reporting progress to stakeholders.
- Conduct root cause analyses for support escalations and implement corrective actions.
- Develop and execute comprehensive training programs for the Support Team.
- Lead training sessions and workshops to enhance team skills.
- Develop and maintain documentation and best practice guides.
- Define and maintain standardized processes for incident resolution.
- Drive continuous improvement efforts in the Support Team.
- Serve as the primary point of contact for strategic initiatives.
- Own and optimize support software/tooling.
LeadershipData AnalysisProduct DevelopmentAnalytical SkillsNegotiationDocumentation
Posted 24 days ago
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