• Software Support Engineer

    Location UK-Dundee
    Job ID
    2018-10684
    # Positions
    1
    Category (Candidate Search)
    Support
    Position Type
    Permanent
    Business Group
    SolarWinds MSP
  • Overview

    SolarWinds MSP is seeking a Software Support Engineer to diagnose and resolve technical issues involving all SolarWinds MSP Products. The Support Engineer 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 technical, organised, has excellent communication and people skills and follow-through, can use good judgement, set priorities, and handle multiple tasks simultaneously. Highly motivated individuals who thrive in a fast-paced contact centre environment and are passionate about quality are encouraged to apply.

    Responsibilities

    • Deliver service and support to customers via phone, email, and/or chat
    • Provide an exceptional customer experience through issue resolution
    • Redirect or escalate issues appropriately
    • Maintain thorough and accurate documentation of cases
    • Maintain and continue to develop in-depth knowledge of all our products and services

    Qualifications

    • Technical degree/diploma preferred, or qualified by experience
    • Effective listening, and ability to communicate both verbally and written, professionally
    • Previous experience in technical, or customer service role preferred
    • Understanding of networking terms, concepts and protocols
    • Proficient in Windows Server operating systems, file structure, registry, event logs, boot, services, AD

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