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