Technical Support Representative

Verisign is seeking a Technical Support Representative II to address all customer and client concerns regarding the technical aspect and troubleshooting of the Verisign suite of products and services.  The technical support representative will be responsible for providing information and hands-on support to customers across all Verisign products. 

This position reports to a Supervisor/Team Lead and will provide resolutions to a diverse range of technically complex problems.  Candidates for this position should look forward to working in a fast-paced, complex team-oriented environment, and must be a highly skilled communicator with strong interpersonal and customer service skills.  Our corporate culture focuses on strong teamwork and individual accountability, and it also emphasizes excellence in customer service.

JOB DUTIES / RESPONSIBILITIES:

• Provides complex technical support to clients via email, phone, or other methods.
• Serves as an escalation point for team members
• Responsible for maintaining a professional and satisfied relationship with clients and customers by providing product and service troubleshooting while educating about the features and benefits of their purchase.
• Utilize the Customer Service Knowledge Base and proprietary troubleshooting techniques to resolve a customer’s technical issue in a timely and cost-effective manner.
• Communicates with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.
• Recommends and develops content of common issues/resolutions within the Customer Service Knowledge Base.
• Analyzes and resolves product/ service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Accurately identify customer needs, gathers information and documents complex customer issues through the Sales force CRM tool.
• Assist with loyalty callbacks to maintain high levels of customer satisfaction.
• Provide accurate, courteous and timely response and to customer comments/questions.
• Adhere to the technical support organization standard operating procedures and escalation guidelines.
• Possesses deep understanding of the Verisign’s products and services.

CORE COMPETENCIES:

1. A Winning Attitude: Being a Leader, Emotion & Mood Management, Staying Passionate, Maintaining Professionalism, and Creating Positive Outcomes
2. Communication Skills: Building Rapport, Active Listening, creating a Personal Connection, Calming Phrases, What Not to Say, Tone and Body Language
3. Conflict Resolution: Managing Your Emotions, Dealing with Difficult People, Fixing Mistakes, Calming Yourself & Customers, and Dealing with an Irate Customers
4. Continuous Improvement: Raising Service Excellence Scores, Being Your Best, Embracing Learning, Knowledge Acquisition, Gaining Insights and Information, and Staying Relevant
5. Customer Loyalty: Building Positive Relationships, Customer Retention, Caring, Maintaining and Restoring Loyalty, Understanding the Strategic Perspective, Building Trust, Acting with Integrity, Generating Repeat and Referral Business
6. Resourcefulness: Taking Responsibility, Decision Making, Thinking on Your Feet, Accountability, Follow-up and Follow-through, Overcoming Challenges, Taking Ownership, Creative Problem Solving and Trouble Shooting
7. The Customer Experience: Improving Customer Touch Points, Managing Expectations & Perceptions

REQUIREMENTS:

• Bachelors/Equivalent Experience and 2+ years' experience and ability to speak additional language(s) are a plus. Industry standard certification e.g. MCSE, CCNA, CAPM, PMP is highly desirable.
• Demonstrated use of troubleshooting and systems inspection software to assist customers and properly diagnose the root cause of their technical issue, while providing a time bound and accurate resolution
• Background in customer relations and information technology with knowledge in the use of computer applications and prescribed troubleshooting and problem-solving mechanisms for technology
• Possess strong customer service and interpersonal skills such as telephony skills, active listening and customer care
• Ability to multi-task and adapt to changes quickly
• Self-motivated with the ability to work in a fast-moving environment
• Must be able to work well with others in a team environment
• Excellent written and oral communication skills
• Proficient knowledge of Microsoft Windows OS, Linux
• Proficient in Microsoft Office Word, Excel, Access, PowerPoint and Outlook
• Strong knowledge of web browsers, DNS, networking protocol, HTML, DNSSEC, IPV6, TCP and SMTP
• Customer focused and follows-through
• Effective problem solving and analytical skills
• Ability to quickly adapt to new technology and terminology
• Ability to work individually as well as in a team environment
• Proactive, self-directed, attention to detail and organized
• Experience using Salesforce CRM and ability to speak additional language(s) are a plus

This position is based in our Reston, VA office and offers a hybrid work schedule.

The pay range is $61,600 - 83,400.

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.