Meet the GRM team... Alem Huseinspahić, Technical Support Manager
Posted: Tue Dec 24, 2024 10:02 am
As a Technical Support Manager, Alem's job is to maintain a high level of customer satisfaction and find ways to measure and improve it. This week, we had the opportunity to talk to him and learn more about him and the role he plays at GRM.
Tell us more about what the technical support team does at GRM?
As a technical support manager, I am the first person the client contacts when it comes to production issues, implementing solutions, and delegating tasks that arise as part of the website maintenance service we provide.
My duties are to create processes and workflows related to web support, handle administrative tasks, research and create potential solutions for our clients to add value to their products/services. Every day is varied due to the different issues that come up, so it's interesting to say the least!
I am also actively involved in the sales team, helping them to morocco phone number data pitch technical solutions, requirements, and architecture to their current and potential clients.
Going back a few years, how did you initially enter the world of web design and digital marketing?
I have always been attracted to the world of technology, so the first logical step was to enroll in an IT university. During my studies, I wanted to gain some real work experience and additional skills, so I started looking for a job. At that time, a friend of mine who worked for GRM told me that this digital marketing agency was hiring, so I applied and I've been here ever since!
How did your role evolve to become a technical support manager?
Like many people in the IT sector, I started working in the Quality Assurance (QA) department, where I was trained to detect and solve client problems and achieve satisfactory results. A QA position opens up a lot of different areas, as you learn in depth about different types of technologies. After a few years of learning, I became increasingly attracted to development, so I started going in that direction.
This allows me to combine my management and technical skills to engage in projects from planning to implementation. I like to have the bigger picture of our clients' digital strategies so I can add as much value to the projects as possible.
You hold the qualifications of Sitecore & Kentico Certified Developer. How has this improved your work and delivery of GRM to clients?
One of the best things about GRM is the training we provide for the technologies we use, mostly certified. As a technical person, it is very important to invest time in learning in order to gain detailed knowledge of certain platforms and principles, and be able to fully utilize them.
I hold the Sitecore Certified Developer and Kentico Certified Developer certifications, which have helped me a lot throughout my career. These certifications give you a really solid understanding of the platform, and that goes beyond delivering better work to the client. Clients are usually happier when they know they are dealing with a developer who has the appropriate certifications to work on their digital platforms!
In general, these types of certifications validate the skills and knowledge of professionals who build solutions with Sitecore and Kentico and related products.
What are the biggest challenges when it comes to supporting and managing the team and clients?
In extraordinary circumstances, things go wrong. Every second that your website or infrastructure is offline can cost you time, money, and a potential client. It is really important to put yourself in the client's shoes and understand their requirements and expectations. That way, you can understand why the client requires certain things and based on that, provide the best possible solution.
In my opinion, the best way to motivate and support your team is to lead by example. I strive to have effective communication, build trust, provide honest feedback, and find a way to create a sense of purpose in the work they do.
What motivates me to go further every day is the happiness and excitement of achieving client expectations; the challenges, energy, enthusiasm and drive I feel while doing my job.
Can you walk us through a typical Monday in the technical support team?
The first thing I do when I get to work in the morning is usually to check my email and technical queries. After that, I either delegate the tasks to the support team or take on the queries myself.
Since my job involves daily contact with clients, I usually look at my calendar and prepare for meetings throughout the day. I also do a lot of research on new technologies that could help our clients solve their business problems.
I also interact with the development team on a regular basis to help improve the outcomes we deliver. The best thing about my job is that it involves both the business and development sides, so I can see the bigger picture and contribute to the development of our clients' products.
Tell us more about what the technical support team does at GRM?
As a technical support manager, I am the first person the client contacts when it comes to production issues, implementing solutions, and delegating tasks that arise as part of the website maintenance service we provide.
My duties are to create processes and workflows related to web support, handle administrative tasks, research and create potential solutions for our clients to add value to their products/services. Every day is varied due to the different issues that come up, so it's interesting to say the least!
I am also actively involved in the sales team, helping them to morocco phone number data pitch technical solutions, requirements, and architecture to their current and potential clients.
Going back a few years, how did you initially enter the world of web design and digital marketing?
I have always been attracted to the world of technology, so the first logical step was to enroll in an IT university. During my studies, I wanted to gain some real work experience and additional skills, so I started looking for a job. At that time, a friend of mine who worked for GRM told me that this digital marketing agency was hiring, so I applied and I've been here ever since!
How did your role evolve to become a technical support manager?
Like many people in the IT sector, I started working in the Quality Assurance (QA) department, where I was trained to detect and solve client problems and achieve satisfactory results. A QA position opens up a lot of different areas, as you learn in depth about different types of technologies. After a few years of learning, I became increasingly attracted to development, so I started going in that direction.
This allows me to combine my management and technical skills to engage in projects from planning to implementation. I like to have the bigger picture of our clients' digital strategies so I can add as much value to the projects as possible.
You hold the qualifications of Sitecore & Kentico Certified Developer. How has this improved your work and delivery of GRM to clients?
One of the best things about GRM is the training we provide for the technologies we use, mostly certified. As a technical person, it is very important to invest time in learning in order to gain detailed knowledge of certain platforms and principles, and be able to fully utilize them.
I hold the Sitecore Certified Developer and Kentico Certified Developer certifications, which have helped me a lot throughout my career. These certifications give you a really solid understanding of the platform, and that goes beyond delivering better work to the client. Clients are usually happier when they know they are dealing with a developer who has the appropriate certifications to work on their digital platforms!
In general, these types of certifications validate the skills and knowledge of professionals who build solutions with Sitecore and Kentico and related products.
What are the biggest challenges when it comes to supporting and managing the team and clients?
In extraordinary circumstances, things go wrong. Every second that your website or infrastructure is offline can cost you time, money, and a potential client. It is really important to put yourself in the client's shoes and understand their requirements and expectations. That way, you can understand why the client requires certain things and based on that, provide the best possible solution.
In my opinion, the best way to motivate and support your team is to lead by example. I strive to have effective communication, build trust, provide honest feedback, and find a way to create a sense of purpose in the work they do.
What motivates me to go further every day is the happiness and excitement of achieving client expectations; the challenges, energy, enthusiasm and drive I feel while doing my job.
Can you walk us through a typical Monday in the technical support team?
The first thing I do when I get to work in the morning is usually to check my email and technical queries. After that, I either delegate the tasks to the support team or take on the queries myself.
Since my job involves daily contact with clients, I usually look at my calendar and prepare for meetings throughout the day. I also do a lot of research on new technologies that could help our clients solve their business problems.
I also interact with the development team on a regular basis to help improve the outcomes we deliver. The best thing about my job is that it involves both the business and development sides, so I can see the bigger picture and contribute to the development of our clients' products.