• Senior Manager, Technical Support

    Location PH-Fort Bonifacio, Taguig
    Job ID
    2018-12056
    # Positions
    1
    Category (Candidate Search)
    Support
    Position Type
    Regular
    Business Group
    SolarWinds
  • Overview

    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. 

    Responsibilities

    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

    Qualifications

    Must come from a technical background in the areas of systems adminsitration  and networking and have a very broad and deep understandiong of technolgioes such as Windows Systems and Servers, SQL databases, Cisco Devcies and have some understanding of Storage technologies

    Minimum of 7 years of applicable software support experience
    Minimum of 3 years of applicable Senior Management experience in a high contact or specialized support environment
    Excellent customer service skills
    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

    Ability to recognize top talent and to retain current top performers.

    Ability to work and communicate with offsite Geo managers to ensure consistent approach to support team processes and practices

    Extremely strong ability to cross communicate between sales and engineering teams at all levels.Manager needs to be very approachable and have the people skills to reach both internal engineers and customers.

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