Solarwinds Inc. Quality Auditor in Fort Bonifacio, Taguig, Philippines

Overview

SolarWinds MSP is the world’s leading SaaS based Software Developer for IT Service Management. We have a passion for helping IT professionals to get control over an increasingly fragmented technology landscape—to deliver business advantage for their customers and organizations. Our integrated IT Service Management platform is cloud-based, full-featured and easy-to-implement via a simple unified dashboard.

SolarWinds is seeking an experienced Technical Support Representative to diagnose and resolve technical issues involving our Backup products. The Technical Support Representative is the key interface between SolarWinds and our customers with the primary goal of making sure overall quality and customer satisfaction goals are exceeded.

This position requires someone who is highly technical, organized, has excellent communication and people skills and follow-through, can use good judgment, set priorities, and handle multiple tasks simultaneously. Highly motivated individuals 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.

Responsibilities

Actively participate in calibration sessions to ensure consistent alignment betweenquality analysts

Complete audits for members of the technical support team as assigned; Providing data that can be used to identify:Gaps in soft skills

Gaps in technical knowledge

Ways to create greater workflow optimization

Ways to reduce customer effort and increase customer satisfaction

Collaborate with members of the Knowledge Team and local managers to complete investigatory work, analyzing team performance issues within support and providing recommendations for improvements

Complete additional projects as assigned

Qualifications

Minimum of 2 years of experience in a customer support or technical support role; previous experience in quality assurance preferred

High School Diploma required, technical degree preferred

Knowledge of technical support principles and practices

Seek challenges and take ownership by putting your heart into championing customer issues and creatively thinking of new solutions.

Says it like it is – no bullshit

Obsess over customer outcomes with your action and decision-making.

Executes with passion, believes you can be more thorough self-development and improvement.

Effective listening, and ability to communicate both verbally and written, professionally.

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 2018-10611

# Positions 1

Category (Candidate Search) Support

Position Type Permanent

Business Group SolarWinds MSP