Supervisor, Professional Services
PayPal - Chandler, AZ

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Position Overview As Supervisor of the SMB Integrations Product Support Team you will build develop and lead a team of technical employees into a high performing team that meets or exceeds performance goals in a contact center environment Engage and develop your direct reports foster an open collaborative environment where best practices are shared Support and drive needs based initiatives through communication coaching best practice sharing and calibrations Core Duties Monitor track and meet all goals related to contact center activities Develop Product Support Technicians in technical knowledge soft skills and productivity Define and implement process improvements to increase overall productivity Monitor track and report on daily weekly monthly and quarterly metrics Know and support company and departmental procedures regularly review and ensure that Product Support Technicians follow procedures process flows and guidelines Lead teammate selection internal talent movement and teammate onboardingtraining Drive projects from concept to implementation utilizing the skills of your team with high quality and on time Clearly understand all PayPal products to answer questions regarding PayPal integration methods Manage escalations from customers Define create and manage team goals consistent with department and company objectives Competencies Customer Focus Listening Motivating Others Coaching Others Problem Solving Composure Drive for Results Position Scope Details This job role can exist at different levels based on a set of expectations and an individuals demonstration of these expectations Differences between levels are determined by acquired demonstrated skills and competencies along with overall performance in the role The above statements are intended to describe the general nature of work being performed within the role They are not intended to be construed as an exhaustive list of all the responsibilities duties and skills required nor be the entire list of behaviors or expectations for which one may be measured upon within the performance review process Employees will be required to follow any other jobrelated instructions and to perform any other jobrelated duties requested by their Manager Business Strong verbal (phone) communication skills utilizing active listening and clearly speaking to customers and employees Strong written (email) communication utilizing proper grammar and punctuation Ability to work independently while enabling a team to work together to accomplish set goals Welldeveloped sense of urgency and follow through Ability to multitask multiple systems screens and tasks Time Management and Adherence to schedules Technical Proficient in (able to provide elementary examples with no resources) Web technologies including XML SOAP API HTTPHTTPS HTML Firewalls proxy HTTP Errors server side errors TCPIP Preferred Experience with (able to provide examples with resources quickly) One or more of the following Java C C++ C PHP ASP ColdFusion Perl Ruby Python VBVBNET Windows command line (DOS) interface LinuxUnix command line interface Preferred Experience with (able to provide elementary examples with resources quickly) One or more of the following Java C C++ C PHP ASP ColdFusion Perl Ruby Python VBVBNET Strong troubleshooting and debugging skills required Proficient with Microsoft Office Education AAS BS BSEE CS or other relevant technical degree or equivalent industry experience Travel Must be able to travel up to 15 Physical This position requires sitting typing and repetitive motions This position requires verbal phone conversation Desired Skills 2+ years supervising a group of technical professionals 1+ years supervising in a contact center environment 1+ years previous experience in troubleshooting technical web based issues 1+ years previous experience with eCommerce website development requirements gathering 1+ years previous experience with Payments (Credit Card Banking Online Offline) especially with eCommerce systems payments gateways and payment processors Knowledge of SalesForce RightNow Remedy or other supportsales CRM 2+ years supervising a group of technical professionals. 1+ years supervising in a contact center environment 1+ years previous experience in troubleshooting technical web based issues. 1+ years previous experience with eCommerce, website development, & requirements gathering. 1+ years previous experience with Payments (Credit Card, Banking, Online, Offline), especially with eCommerce systems, payments gateways and payment processors.

Knowledge of SalesForce, RightNow, Remedy, or other support/sales CRM.

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About this company
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PayPal wants to be your best bud in the electronic payments industry. The company, which is a subsidiary of eBay, allows individuals and...