Technical Support Manager

hace 2 semanas

Ciudad de México DFO Global Performance Commerce Limited A tiempo completo

**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’s 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’s 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

DFO CULTURE:

- Exciting and diverse team, all around the world
- Value given to ideas and opinions
- Friendly coworkers
- Valuers of innovation

HOW TO APPLY:

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