Getting to know... Alem Huseinspahic, Support Manager
As a Support Manager, it is Alem’s job to maintain a high level of client satisfaction and finding ways to measure and improve it. This week we had a chance to speak with him and find out more about him and the role he plays at GRM.
Tell us more about what the Support Management team does at GRM?
As a Support Manager, I’m the first point of contact for a client when it comes to production issues, implementing solutions and delegating tasks that came through as part of the website maintenance services we have in place.
My duties are creating the processes and workflows related to web support, handling administration work, researching and creating potential solutions for our clients to add value to their products/services. Every day is different due to varying issues that come in, so it’s interesting, to say the least!
I am also actively involved with the Account Management team, helping them position technical solutions, requirements and architecture to our clients and potential clients.
Going back a few years, how did you originally get into the world of web development and digital marketing?
I have always been drawn to the world of technology, so the first logical step was to enrol in an IT University. During my studies, I wanted to get some real work experience and an opportunity to acquire more skills, so I started searching for a job. At that time, a friend of mine who worked for GRM recommended this digital agency to me, so I applied, and I’ve still been here since that day!
How has your role evolved to now becoming a Support Manager?
Like many people in the technology sector, I started as a Quality Assurance (QA) Specialist, where I was trained to detect and resolve the client’s problems and deliver satisfactory outcomes. Being a QA opens you up to lots of different areas, as you get to learn the ins and outs of all of the different types of technology. After a couple of years of learning, I became more and more attracted to development, so I started going in that direction.
This allows me to use my management and my technical skills together, to get involved in projects from planning to implementation. I like to have a bigger picture of our client's digital strategies so that I can add as much value as possible.
You've completed the Sitecore & Kentico Certified Developer qualifications. How has that improved your work and the delivery to the GRM clients?
One of the best things about working at GRM is the training available, and we are always urged to complete the various certifications in technologies that we are using. As a technical person, it’s important to invest time learning to gain in-depth knowledge about specific platforms and principles so that we can use them to their full potential.
I possess Sitecore Certified Developer and Kentico Certified Developer certificates, both of which have helped me a lot during my career. They give you a real solid understanding of the platform, and this transcends to better work delivered to the client. They’re always a bit happier too when they know they are dealing with a developer who holds the proper certifications to work on their digital platforms!
Generally, these types of certificates validate skills and knowledge of professionals building solutions with Sitecore and Kentico and related products.
What are your biggest challenges when it comes to support and management of your team and clients?
In exceptional circumstances, things do go wrong. Every second that your site or infrastructure is offline can cost you time, money and a potential lifetime client. It is really important to put yourself in the ‘client’s shoes’ and understand their requirements and expectations. In this way, you’re able to understand why a client is requesting 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 to the work they are performing.
What motivates me to go above and beyond daily is happiness and thrill when achieving client’s expectations; challenges, energy, enthusiasm, and drive I feel while doing my job.
Can you walk us through a typical Monday in the Support Management team?
Usually, the first thing I do in the morning when I get to work is to check my mailbox and see if there are any open support tickets. After that, I delegate the tasks to the support team or take the ticket on myself.
Since my job involves daily contact with clients, I usually look at my calendar schedule and prepare for meetings during the day. Apart from that, I do a lot of research related to new technologies that could help our customers solve their business issues.
I am also in constant interaction with the delivery team to help improve the outcomes that we are delivering. The best thing about my job is that it involves the business and development side, so I can see the big picture and thus contribute to the development of our clients' products.