Solarwinds Inc. Senior Manager, Technical Support in Fort Bonifacio, Philippines
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.
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
Must come from a technical background in the areas of systems adminsitration and networking and have a very broad and deep understandiong of technolgioes such as Windows Systems and Servers, SQL databases, Cisco Devcies and have some understanding of Storage technologies
Minimum of 7 years of applicable software support experience
Minimum of 3 years of applicable Senior Management experience in a high contact or specialized support environment
Excellent customer service skills
Candidate must have excellent written and spoken English
B.S. in Computer Science or equivalent experience
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
Ability to recognize top talent and to retain current top performers.
Ability to work and communicate with offsite Geo managers to ensure consistent approach to support team processes and practices
Extremely strong ability to cross communicate between sales and engineering teams at all levels.Manager needs to be very approachable and have the people skills to reach both internal engineers and customers.
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 2018-12056
# Positions 1
Category (Candidate Search) Support
Position Type Regular
Business Group SolarWinds