Technical Support Manager
Queenstown, Singapore
Job Description
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GPC is on a mission to deliver superior eCommerce software and we need people that love:
- Software
- Technology
- eCommerce
GPC is global in operations, culture, and language with offices in New Jersey, San Diego, Vancouver, Mexico City, Sao Paulo, The Hague, Hong Kong, Ho Chi Minh, Manila and Brisbane.
SUMMARY: GPC has an immediate opening for a Technical Support Manager to manage development tickets and resolve user inquiries and create standard operating procedures (SOPs) for efficient and effective support operations
YOUR RESPONSIBILITIES:
- Managing, prioritizing and reviewing incoming support tickets for all users
- Work to resolve all issues in a timely manner
- Actively communicate the status of tickets with users
- Monitor all support metrics and ensure staffing for users
- Work to improve response times and resolution times
- Drafting all SOP\xe2\x80\x99s for support operations, including customer issue handling and escalation procedures
- Coaching and training team members to ensure all support staff have the necessary skills
- Project management support issues and issues related to customer experience
- Collaborate with operational and other departments including finance for budgets
- Assist to recruit the best customer support staff required for time zones serviced
- Responding to escalated customer issues and communicating with customers to resolve issues and ensure satisfaction
YOUR SKILLS:
- 2+ years in the role of Technical Support Manager or equivalent position
- Learn as a high level user for all GPC\xe2\x80\x99s software to be able to trouble shoot
- Superlative customer service and communication skills including active listening, empathy, and the ability to clearly communicate technical information to customers
- Strong organizational, PM and time management skills and the ability to lead projects from planning to implementation, including developing timelines, managing resources, and monitoring progress
- The ability to analyze data to identify trends and opportunities for improvement in support operations
- The ability to lead, manage and motivate a team, set goals, and provide coaching and feedback to team members
- The ability to identify and solve complex problems, often under pressure, while keeping the customer\'s needs in mind
- The ability to work effectively with other departments within the company, such as product development, finance, marketing, and sales
- The ability and desire to travel when needed
- The ability to develop and deliver training programs
BENEFITS:
- Attractive salary
- Best hardware
GPC CULTURE:
- Exciting and diverse team, all around the world!
- Value given to ideas and opinions
- Friendly coworkers!
- Valuers of innovation
HOW TO APPLY: Please apply with your cover letter, resume, and your portfolio if you have one. Apply Now! If you love eCommerce join our mission!
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Job Detail
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Job IdJD1306000
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationQueenstown, Singapore
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EducationNot mentioned