Tech Support Representative

Team Lead - Customer SupportReston, Virginia, United StatesVerisign helps enable the security, stability, and resiliency of the internet. We are a trusted provider of internet infrastructure services for the networked world and deliver unmatched performance in domain name system (DNS) services.We are a mission focused, values driven company where each individual can contribute to building a stronger, more secure internet. We offer a dynamic and flexible work environment with competitive benefits and the ability to grow your career.The Technical Support Team Lead works to ensure timely, effective support to customers. They are primarily responsible for the tactical management of contact center queues and cases, working to ensure these are handled according to required levels of performance, as well as timecard management and the scheduling of resources.The Team Lead will set an example by displaying customer service best practices and being a subject matter expert on Verisign products. They may be asked to act in the supervisor/manager's place. This position is in a 24/7 support center, and the Team Lead may be required to work nights or weekends and will participate in the on-call rotation for escalations. This role will be Monday-Friday 12:00PM - 9:00PM (subject to change).The role is primarily supervisory, with approximately:90% focused on team leadership, workload, workforce planning, and employee development10% dedicated to handling customer inquiries, technical issues, and escalationsLeadership:Lead the daily operations of the technical support team to ensure service levels, quality standards, and customer satisfaction goals are achievedMonitor and manage support queues, case workloads, staffing schedules, and timecardsCoach, mentor, and develop team members through regular one-on-one meetings, goal setting, performance reviews, and ongoing feedbackManage employee performance, including corrective action planning and development initiativesSupport recruiting, interviewing, onboarding, and training of new team membersCustomer Support & Escalation:Works closely with management to identify best practices, strengths, weaknesses, opportunities, and threatsAssists, leads, and/or coordinates with critical projects/initiativesWorks closely with engineers, product managers and sales engineers to improve product vision and contributes in a meaningful way to customer successSupports team in resolving highly technical and complex problems and works closely with other departments within the organization to identify root cause and resolutionAssists management with customer escalationsQuality & Process Improvement:Performs quality assurance for team and maintain calibration with QA organizationPartner with the Triage Manager to develop and administer semiannual technical certification assessmentsParticipate in customer meetings and conference calls as needed to support high-priority accounts and performs loyalty callbacks to maintain high levels of customer satisfactionRequirements:Bachelors Degree or equivalent work experience2+ years experience managing teams, coaching employees, or serving in a supervisory capacity5+ years of technical customer support center or technical helpdesk experienceExperience supporting corporate clientsExperience collaborating across business teams to resolve complex, technical issuesExperience managing multiple priorities in a fast-paced, customer-focused environmentHigh aptitude to learn complex technical conceptsThis position is based in our Reston, VA office and offers a hybrid work schedule.The pay range is $99,000 - $134,000.The anticipated annual base salary range for this position is noted above, however, base pay offered may vary depending on job-related knowledge, skills, experience. Verisign offers a discretionary bonus which is based on individual and company performance, and certain roles may be eligible for discretionary stock awards.Verisign is an equal opportunity employer. That means we recruit, hire, compensate, train, promote, transfer, and administer all terms and conditions of employment without regard to their race, color, religion, national origin, sex, sexual orientation, gender identity, age, protected veteran status, disability, or other protected categories under applicable law.