Solarwinds Inc. Technical Support Rep, Intermediate in Morrisville, North Carolina

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 Intermediate Technical Support Representative to diagnose and resolve technical issues involving our Backup products. The Senior 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

Use technical knowledge, problem solving skills and soft skills combined to provide and excellent and effortless support experience to SolarWinds MSP partners and clients

Contribute towards documentation by recommending articles or article modifications to those responsible for article creation with the opportunity in the future to be a member of the team responsible for article creation.

  • Triage support incidents and know when to collaborate or seek input to ensure the customer receives the most efficient experience possible combing quality with speed of resolution.

  • Use our case management system combined with autonomy over own case load to properly prioritize cases and manage case load in line with our Service Level Objectives resulting in high customer satisfaction and ensuring customers’ expectations are met or exceeded.

  • Deliver service and support to customers via phone, email, and/or chat

  • Leadership skills and evidence of leading by example

  • A proven track record of getting the best out of individuals working within a team environment

  • Excellent time management and communication skills

  • Clear understanding and implementation of following and creating more refined processes within the support infrastructure

  • An understanding and proven ability to work in line with Solarwinds leadership and core behaviours

Key Competencies:

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

  • 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

Qualifications

  • Minimum of 2 years of experience in sales, sales support, technical, or customer service role required

  • High School Diploma required, technical degree preferred

  • Knowledge of technical support principles and practices (method of troubleshooting and critical thinking)

  • Proficient in Windows Server operating systems, file structure, registry, event logs, boot, services, AD.

  • Understanding of networking terms and concepts (Firewalls, Routing rules and Protocols)

  • Knowledge and experience in some of the following areas: Linux, FreeBSD, MacOS, MS Exchange, MS SQL, VMWare, Hyper-V, Nginx, Amazon Cloud.

  • Coding skills is a plus.

  • Experience with backup solutions is a plus.

Desired Qualifications:

  • Prior experience using/supporting SaaS or networking products

At the heart of our global operations is a talented and diverse team of professionals committed to making SolarWinds 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.

#IN #LI

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 2019-12396

# Positions 1

Category Support

Position Type Regular

Business Group SolarWinds MSP