**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 operationsYOUR 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 satisfactionYOUR 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 programsBENEFITS:- Attractive salary- Best hardwareGPC CULTURE:- Exciting and diverse team, all around the world!- Value given to ideas and opinions- Friendly coworkers!- Valuers of innovationHOW TO APPLY: