Customer Success Representative

Overview At SolarWinds, we’re a people-first company. Our purpose is to enrich the lives of the people we serve—including our employees, customers, shareholders, Partners, and communities. Join us in our mission to help customers accelerate business transformation with simple, powerful, and secure solutions. The ideal candidate thrives in an innovative, fast-paced environment and is collaborative, accountable, ready, and empathetic. We’re looking for individuals who believe they can accomplish more as a team and create lasting growth for themselves and others. We hire based on attitude, competency, and commitment. Solarians are ready to advance our world-class solutions in a fast-paced environment and accept the challenge to lead with purpose. If you’re looking to build your career with an exceptional team, you’ve come to the right place. Join SolarWinds and grow with us! Successful candidate will be responsible for providing world-class customer support for our global customers utilizing our award-winning network management software. Candidate will be responsible for answering non-technical support questions via telephone, email and other channels as defined. The ideal candidate will have both technical credentials and a friendly consultative approach to solving customer problems. Assist customers on any after sales queries via phone, web tickets and e-mail. Work with other internal departments to research accounts and answer customer account questions Responsibilities Answer customer inquiries via ticket system, e-mail and phone Validate incoming calls with account information for prior dispatching to Support Team’s queues Responsible for maintaining customer records and assets and making changes when requested Process customer requests to merge accounts / transfer assets and account audits Assist sales and support staff with customer account questions Responsible for talking/explaining to customers about account maintenance and renewals Perform other administrative support duties as requested Direct incoming calls to proper internal departments Work closely with the Quality of Service Delivery Manager to ensure quality standards are maintained and improved Qualifications Ability to multi-task and work within a team environment Excellent verbal and presentation skills Proven ability to follow documented process and procedures in timely manner Proven ability to maintain confidentiality of secure information Familiarity with Microsoft Windows and Microsoft Office Tools