Meet the GRM team... Alem Huseinspahić, Technical Support Manager
Posted: Wed Jan 22, 2025 3:39 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 doctor database 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.
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 doctor database 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.