• Quality Auditor

    Location PH-Fort Bonifacio, Taguig
    Job ID
    2018-10611
    # Positions
    1
    Category (Candidate Search)
    Support
    Position Type
    Permanent
    Business Group
    SolarWinds MSP
  • 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 between quality 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.

     

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