Experience: 3 to 8 yrs.
The PayPal Professional Services team is looking for a talented people manager who understands the meaning of world-class service and support to join our team in Kuala Lumpur, Malaysia. As a Technical Support Manager, you will be responsible for leading a team of 4-12 employees that provides advanced technical support to PayPal merchants and developers. This role will require you to use broad business and deep technical skills.
Primary responsibilities include:
Primary responsibilities include:
- Oversee the support of PayPal merchants and developers encountering problems using the company's product.
- Supervise a team of 4 to 12 highly skilled Technical Support Engineers that answers customer inquiries primarily over the telephone, e-mail or online.
- Develop bench strength by providing people with the right experiences, candid feedback, coaching, training, and career development.
- Prepare and report metrics. Respond to operational and productivity data.
- Identify strategies to increase overall customer satisfaction.
- Establish and maintain systems that provide solutions to customer questions and problems.
- Provide product feedback to the Solutions and Technology groups.
- Work in a global environment and manage a variety of external and internal customers (merchants, developers, partners, consumers, PayPal Network Operations Center, PayPal Product Development & Quality, Risk Operations, Customer Support, and Account Management).
- Develop relationships with senior executives throughout APAC to ensure coordination with different teams participating in the development and execution of PayPal's overall strategy.
- Direct the efforts of Technical Support Engineers in the achievement of the strategic and operational goals of the group.
- Manage the hiring, and staffing of a diverse and effective workforce.
- Responsible for career development plans, performance reviews and pay discussions of team members.
- Resolve technical and customer escalations to ensure quality of service. Work with customers and internal teams to resolve issues.
- Responsible for achieving target customer satisfaction and operational levels.
- Develop plans and objectives and participate in cross-functional projects and business initiatives to improve operational performance for the organization.
- Help develop standards around which others will operate.
- Encourage independent thinking and creative solutions
Basic Qualifications
Preferred Work Experience:
- Undergraduate degree and 8+ years of relevant experience or Graduate degree and 5+ years of relevant experience are required
- 3+ years working in a technical support organization preferably in the internet industry for a high volume commercial website or service
- 2+ years management experience
- Strong technical and business background
- Excellent written and verbal English communication skills are required
Preferred Work Experience:
- Knowledge of Mandarin, Cantonese, Thai, Korean, Bahasa Indonesia or Bahasa Maylasian
- Preferred: knowledge of the payment industry and PayPal products
- Knowledge of Oracle RightNow Solutions
Apply Through: http://jobs.ebaycareers.com/?ss=paid
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