Solarwinds MSP is seeking an experienced Technical Support Engineer to diagnose and resolve technical issues involving Remote Monitoring, Asset Tracking, Remote Connection, Patch Management, AV, Backup, Mail Security and more. The Technical Support Representative is the key interface between Solarwinds MSP 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.
Deliver service and support to customers via phone, email, and/or chat.
Provide an exceptional customer experience through issue resolution.
When issues or resolutions cannot be reached through thinking outside of the box, redirect or escalate by collaborating with team members, developers, and/or sales team.
Redirect or escalate issues appropriately when issues are outside of support boundaries or when resolution cannot be confirmed (utilizing all available resources; IT, teammates, supervisor, etc).
Utilize SalesForce to maintain thorough and accurate documentation of cases.
Maintain and continue to develop in-depth knowledge of Solarwinds MSP products and services.
EMEA shift coverage
Technical degree / diploma preferred, or 1-2 years qualified experience
Effective listening, and ability to communicate both verbally and written, professionally.
Proficient in Windows operating systems, file structure, registry, and event logs.
Knowledge in Linux, FreeBSD, MS Exchange, MS SQL, VMWare, Hyper-V, nginix is a plus
Ability to type 45-60 words per minute with a high degree of accuracy
Knowledge of technical support principles and practices
Basic understanding of networking terms and concepts
Previous experience in sales, sales support, technical, or customer service role required.