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Solarwinds Inc. Customer Service Rep, Intermediate (night shift) in Fort Bonifacio, Philippines

Overview

Successful candidate will be responsible for providing world-class customer support for our global customers utilizing our award-winning network management software. Candidate will be responsible for answering non-technical support questions via telephone, email and other channels as defined. The ideal candidate will have both technical credentials and a friendly consultative approach to solving customer problems.

Assist customers on any after sales queries via phone, web tickets and e-mail. Work with other internal departments to research accounts and answer customer account questions

Responsibilities

  • Answer customer inquiries via ticket system, e-mail and phone

  • Validate incoming calls with account information for prior dispatching to Support Team’s queues

  • Responsible for maintaining customer records and assets and making changes when requested

  • Process customer requests to merge accounts / transfer assets and account audits

  • Assist sales and support staff with customer account questions

  • Responsible for talking/explaining to customers about account maintenance and renewals

  • Perform other administrative support duties as requested

  • Direct incoming calls to proper internal departments

  • Work closely with the Quality of Service Delivery Manager to ensure quality standards are maintained and improved

Qualifications

  • At least 3 years of demonstrated experience in a high-volume customer focused environment

  • Ability to multi-task and work within a team environment

  • Excellent verbal and presentation skills

  • Proven ability to follow documented process and procedures in timely manner

  • Proven ability to maintain confidentiality of secure information

  • Familiarity with Microsoft Windows and Microsoft Office Tools

Location PH-Fort Bonifacio, Taguig

SolarWinds is an Equal Employment Opportunity Employer. SolarWinds will consider all qualified applicants for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity, marital status, disability, veteran status or any other characteristic protected by law.

Job ID 2019-13891

# Positions 1

Category (Candidate Search) Support

Position Type Regular

Business Group Core IT

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