Manager, Technical Support
SolarWinds
Fort Bonifacio, Taguig, Philippines
6d ago

Overview

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 .

SolarWinds was built by network and systems engineers who know what it takes to manage today’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 changing expectations 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.

    Responsibilities

  • Coach and guide 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

  • BS. in Computer Science or equivalent experience.
  • Minimum of 5 to 7 years of applicable software support experience.
  • Minimum of 3 to 5 years of applicable managerial experience in a high contact or specialized support environment.
  • Excellent customer service skills.
  • Advanced proficiency with Microsoft Word, Excel, and PowerPoint.
  • Must have excellent written and spoken English.
  • Proven ability to do the following : Build and motivate a team of highly trained support professionals.Analyze, understand and respond to daily support metrics.
  • Make adjustments and change course rapidly.Provide expertise and best practice implementation.Adapt to changing business issues and requirements.

    Recognize top talent and to retain current top performers.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.
  • Willing to work in North America Hours.
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