Customer Care Representative
SolarWinds Worldwide, LLC
Fort Bonifacio, Philippines
4d ago

Overview

SolarWinds MSP is the leading global provider of complete IT management and Automation solutions for Managed Service Providers (MSPs).

Our award-winning product suite includes the industry’s #1 RMM Service Automation Platform and has a proven track record of helping MSPs standardise and automate the setup and delivery of IT services to achieve true scalability.

We are passionate that the MSPs who use our products everyday should be excited about them. That's why we put our users first in everything we do and strive to deliver powerful functionality while making their jobs easier.

Our award-winning service department is seeking an experienced Customer Care representative to join us in our mission of creating customer loyalty by delivering an effortless and exceptional experience at every opportunity.

As a member of the Customer Success team, the Customer Care representative is a key interface between SolarWinds MSP and our partners to provide support with account matters such as billing, user and account provisioning, licensing, order management and other varied topics.

The Customer Care representative will own and investigate cases ensuring that they are resolved in a timely manner and with a high level of quality to achieve customer satisfaction.

Communication with customers will be via a combination of phone, email and live chat.

Responsibilities

Handling and resolving customer cases by phone, email and live chat with enthusiasm and accuracy

Demonstrate ownership and accountability of assigned cases, going the extra mile to ensure problems are resolved in a timely manner

Document all customer interactions in relevant systems thoroughly, helping us to maintain accurate customer data

Follow documented procedures and adhere to the Customer Care Quality Framework in each interaction, ensuring a consistent high-quality experience

Research new cases as they arise and solve through creative problem solving and critical thinking skills

Collaborate with other team members and departments to resolve customer cases

Serve as an advocate for customer needs within the business, highlighting to management areas for improvement in operations

Complete other administrative support duties as required

Qualifications

3+ years in a high paced, high volume Customer Care environmentStrong command of the English language including the ability to communicate clearly verbally and in writing

Ability to type 40+ words per minute

Positive attitude, excellent soft skills, hunger to improve technical knowledge and soft skills continuously throughout career.

High attention to detail and focus on quality

Coachable, dynamic and solution focused

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.

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