SolarWinds provides powerful and affordable IT management software to more than 100,000 customers worldwide – from Fortune 500 enterprises to small businesses. Focused on the real-world needs of IT professionals, SolarWinds products are downloadable, easy to use and maintain, and provide the power, scale, and flexibility needed to manage today’s complex IT environments. SolarWinds’ growing online community, thwack, is a gathering-place for problem-solving, technology-sharing, and participating in product development for all of SolarWinds’ products. Learn more today at http://www.solarwinds.com.
SolarWinds was built by network and systems engineers who know what it takes to managetoday’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 changingexpectations 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 Philippines team as the Technical Support Manager.
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
Minimum of 3- 5 years of applicable software support experience
Minimum of 2-3 years of applicable supervisory experience in a high contact or specialized support environment
Excellent customer service skills
Advanced proficiency with excel, word and powerpoint
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