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Solarwinds Inc. Manager, Technical Support (APAC/EMEA coverage) in Fort Bonifacio, Philippines

Overview

SolarWinds creates and sells powerful and affordable software, and our products and business model are differentiators in the industry. We focus on speed to value and real time problem solving for the IT professional and other users. As a company, we believe that capable and confident people are key to driving results. As we continue to grow our footprint throughout the world, an amazing opportunity has been created for a motivated leader to join our team as the Technical Support Manager for our MSP business unit.

SolarWinds MSP is seeking a Technical Support Manager who will be responsible in managing a team of technical support professionals, will manage staff development through regular feedback, monitoring and appraisals as well as the day-to-day duties of each team member; ensuring that each customer interaction creates and maintains customer loyalty by delivering an effortless support experience. Highly motivated leaders who thrive in a fast-paced contact center environment and are passionate about quality but respectful of meeting established deadlines with superior interpersonal skills are encouraged to apply.

This role is made for you if you:

  • Are in the business of behavior change, not just knowledge exchange

  • Are a creative, proactive leader capable to driving projects and programs forward

  • Are organized, has excellent communication and people skills and follow-through

  • Are highly motivated leaders who thrive in a fast-paced environment

  • Embody the leadership qualities of collaboration, adaptability and stakeholder focus

  • Are as comfortable with local and global working environments

At the heart of our global operations is a talented and diverse team of professionals committed to making SolarWinds MSP a market leader. We are seeking dedicated, creative and driven individuals to join our team and grow professionally with us. We provide excellent benefits, competitive salaries and promise you a world of opportunities.

Responsibilities

  • Coach and counsel team members through a defined performance management process

  • Manage all incoming and outgoing customer contacts to ensure quality standards are exceeded

  • Responsible for developing and tracking individual training and professional development plans

  • Responsible for developing corrective improvement plans based on customer arrival patterns and ensuring all service levels are met or exceeded

  • Continuous review of all processes to ensure we are leveraging the most efficient way to do business

  • Contact point for internal and external customer requests for escalationAssists with the development of priorities, objectives and strategies to achieve business goals

  • APAC/EMEA shift coverage

Qualifications

  • Minimum of 3-5 years of applicable managerial experience in a high contact or specialized support environment

  • Excellent customer service skills

  • Advanced proficiency with MS Office Application

  • Candidate must have excellent written and spoken English

  • Proven ability to build, motivate a team of highly trained support professionals

  • Ability to analyze, understand and respond to daily support metrics

  • Ability to make adjustments and change course rapidly

  • Proven ability to provide expertise and best practice implementation

  • Ability to adapt to changing business issues and requirements

Targeted Capabilities:

  • Business acumen: High intelligence & ability to quickly grasp complex business issues

  • Project management: Able to prioritize, scope, plan, budget and execute to independently move projects forward

  • Critical thinking: Strong reasoning & analytical skills; able to structure thinking into logical flow and sequence that’s easy for others to understand; able to create and work with conceptual frameworks

  • Communication: Crisp, compelling and practical style of organizing thoughts into writing and speech;

  • Self-Management: Able to know and manage your time and your commitment; adaptable with a growth mindset in support of your own work; acts with urgency and integrity

  • People Management: Expert people management skills that drive high levels of employee engagement; Able to perform coaching, performance management, and succession management

  • Stakeholder management: Able to establish positive relationships and collaborate with others around accomplishing goals; taking responsibility as they may come and held accountable for the results

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 2019-13049

# Positions 1

Category (Candidate Search) Support

Position Type Regular

Business Group MSP

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