Wednesday 31 July 2013

Global Technical Support Manager for eBay/ PayPal in Kuala Lumpur (Malaysia)

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:

  • 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
  • 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

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