Technical Support Rep, Intermediate

PH-Fort Bonifacio, Taguig
Job ID
2017-9783
# Positions
1
Category (Candidate Search)
Support
Position Type
Permanent

Overview

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 LogicNow 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.

Responsibilities

Technical Support 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 when issues appropriately
  • Maintain thorough and accurate documentation of cases
  • Maintain and continue to develop in-depth knowledge of Solarwinds MSP products and services
  • EMEA shift coverage, 24/7 support (on a rotation basis)

Qualifications

Technical Support 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
  • Basic understanding of networking terms and concepts
  • Proficient in Windows operating systems, file structure, registry, and event logs

 

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