Careers - STRATACACHE, A Family of Companies

Position:  Technical Support Manager - Singapore
Location:  Singapore, Singapore
Job Id:  175
# of Openings:  1

About STRATACACHE

STRATACACHE provides scalable customer experiences, empowering retailers to learn deeply about their customers’ shopping preferences and behaviors, allowing for personalized shopper interaction. Our solutions deliver consumer activation at the point-of-decision, generating new sales opportunities and enhanced retail profitability. With 2 million+ software activations globally, we power the biggest digital networks for the world’s largest brands. Across the STRATACACHE family of complementary digital media/ad tech solution companies, we have the technology, expertise and track record to bring retail innovation that delivers results.

Learn more about the STRATACACHE family at www.stratacache.com, on Twitter @STRATACACHE or on Facebook.
 
Technical Support Manager - Singapore
STRATACACHE Singapore is looking for a Technical Support Manager to join their operations in their APAC Head office. The successful candidate will be part of the frontline technical support team. In this role you will managing a team of highly technical engineers responsible in providing excellent service to our customers. You will also help us continually prove our value to our customers, as you troubleshoot and resolve their technical issues.
 
Core Responsibilities:
  • Lead, manage and provide guidance on the day-to-day activities of the support team
  • Guide iniatitives and continually develop technical team members
  • Maintain a high degree of customer satisfaction
  • Provide leadership in problem-solving, including proposing and discussing fixes, giving advice and educating customers
  • Manage customer escalations both online and by phone and at times at client site
  • Develop and administer schedules and performance requirements
  • Implement strategic change for knowledge management, customer centric support and issue problem-solving
  • Communicate with management from the sales, services, engineering, product solutions and support team when necessary to prioritise customer requests
 
Basic Qualifications:
  • 4 - 5 years relevant experience
  • Previous experience in a similar role
  • Team management experience
  • Industry knowledge is an advantage (Digital signage)
  • Excellent communication skills – both verbal and written and presentation
  • Results driven
  • Ability to manage a group of people and set business strategy and execute
  • Ability to set goals and deadlines and to manage to schedule and deadlines
  • Ability to manage multiple projects and priorities at the same time
  • Experience with MS Office tools required, including Excel, Word and PowerPoint
  • Some travel may be required
  • Ability to work in a fast paced environment
 
Preferred Qualifications:
  • Displays a positive attitude.
  • Clearly articulate ideas and thoughts verbally.
  • Accurately prepares written business correspondence that is coherent, grammatically correct, effective and professional.
  • Values clients and responds to their needs as they arise.
  • Establishes harmonious working relationships with team members.
  • Actively applies feedback received to day-to-day work and strives to improve performance.
  • Complies with all of our policies and procedures.
 

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