GENERAL SUMMARY - job in Kuala Lumpur
Responsible for the Technical Training of several teams of GIS support analysts in GIS and ArcGIS technology. Also responsible for the deliveyr of training in other areas of functional, technical troubleshooing, product training and soft skills customer support training over in the classroom, Phone, web and Chat. Provides technical support training, management, mentorship, resolution and communication. Assists in developing and training customer support policies and programs. Manages one or more trainers to assist in the delivery of GIS training to all staff in the center.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
Manages the training and technical development of several teams of GIS support analysts and responsible for the technical delivery of GIS classes to the support analysts. Assists with short and long term planning and strategy for building the team from 5 to 25 people in the next 2 years.
Accountable for operational results in terms of department performance standards/metrics, customer satisfaction and budgets/expenses. Drives the management and execution of technical support programs, personnel, projects, products, performance metrics/standards as well as strategic policies and directives for assigned areas.
Requires complete functional knowledge and awareness of company goals and objectives.
Analyzes issues and trends regarding training programs, training products, process, and standards/metrics, and makes recommendations. Develops and implements modifications and enhancements per director level approval and Client senior management approval.
Ensures that technical support training programs are current regarding upgrades, new product releases, trends, practices and cost. May recommend new approaches to providing support.
Serves as primary liaison with other site level manager, internally and externally, to ensure that assigned area(s) anticipate and meet internal and external needs, operates efficiently, remains cost effective and acquires appropriate information to meet customer needs and generate accurate reports. Ensures that upper level management is aware of issues regarding programs, projects, products and customers.
Drives the scheduling, work plans, technical direction, staffing, performance management and development of direct reports and department in assigned areas.
Performs other related duties as assigned.
Technical Training delivery, GIS training
Ability to lead, motivate and direct a workgroup.
Ability to work effectively with senior management.
Customer Service skill.
Technical troubleshooting skill
•At least 1 years experience in support & contact center management
•At least 2 years management in Software Training
•At least 1 year of experience delivering GIS training
•At least 6 months experience in customer & technical Support
•Candidate must possess at least a Bachelor's Degree, Post Graduate Diploma, Professional Degree, any field.
•Required language(s): English
•At least 2 year(s) of working experience in the related field is required for this position.
•Applicants must be willing to work in PJX Tower.
•Preferably Junior Executives specializing in IT/Computer - Software or equivalent.
•Full-Time position(s) available.
o Degree/College Diploma in Information Technology
o Chinese Language Fluency
o At least 2 years experience in GIS Support and Training delivery Experience