Support Manager
Overview
This rewarding role allows you to lead, motivate, and manage a team of support engineers to perform day-to-day client support activities spanning from the management of routine to complex client requests and issues relating to Google Apps, Google Chrome, Google Search Appliance, Custom Development and other applications. The Support will ensure GoPomelo Renewal orders are tracked, communicated, and fulfilled in time. Additionally you will understand customers’ business objectives and the ability to identify and articulate how GoPomelo solution supports achievement of customers’ strategic business goals.
Job Functions
- Become technically expertised in all products and solutions held by
GoPomelo by ongoing personal development, maintaining certifications and
being up to date on all technical aspects. - Assist in identifying any potential customers that may not renew and
identify any objections using Support Data and other correspondence
feedback. - Identify renewals coming in the next 3 months, contact and build
relationships with them to transformation opportunities. - Engage account managers and management on opportunities and threats.
- Assist and review client request status with operations, technical
support, or engineering and take action as necessary. - Schedule and conduct regular touch points with clients.
- Provide regular analysis of customer cases, contact activity, and issues
log. - Manage the Support team to ensure best practices and roles and
responsibilities are being fulfilled to the highest standards at all
times. Motivate the team to reach targets in first response and
resolution, certifications, and communicate company values and vision. - - Participate in weekly support meetings, and review tasks of each team
members. - Maintain good customer feedback, provide prompt and proper resolution of
technical and provide meaningful customer feedback to team to improve the
user experience - Manage communication between vendor solutions architects and/or
representatives and GoPomelo technical team, including any CSS/Renewal
related information, product updates and roadmaps.
Requirements
- At least 3+ years up experience in a support and/or technical role
- Experience in as many as possible of support team management, customer
support services, cloud computing, Google Apps and Google for Work. - Comfortable in working with customers and
- Pleasant personality with excellent communication and interpersonal
skills - Achievement-oriented, independent, responsible and team player
- Good command of English
- Thai National
Contact : K. Aphinya HR Dept.
aphinya@gopomelo.com M: 080 053 3277
www.gopomelo.com
