Solarwinds Inc. Manager, Technical Support in Fort Bonifacio, Philippines

Overview

SolarWinds was built by network and systems engineers who know what it takes to manage today’s dynamic IT environments. For over 10 years, we have combined this expertise with a deep connection to the IT community to create network, applications and storage management software that’s changing expectations for the enterprise software experience. As we continue to grow our footprint throughout the world, an amazing opportunity has been created for a motivated leader to join our Philippine team as the Technical Support Manager for our MSP business unit.

This position is responsible for managing a team of technical support professionals. As the successful candidate you 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 is exceeding customer and company expectations.

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 escalation

Assists with the development of priorities, objectives and strategies to achieve business goals

North America 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 Apps (excel, word and powerpoint)

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

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 2019-12102

# Positions 1

Category (Candidate Search) Support

Position Type Regular

Business Group SolarWinds MSP