Technical Support Specialist I
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Job Description
Technical Support Specialist providing technical support to partners managing product issues. Collaborating with cross-functional teams to enhance customer experiences with ConnectWise products.
Responsibilities:
- Provides support to partners with a high attention to detail
- Researches, analyzes, and documents findings
- Interacts with partners to provide technical support via email, phone, chat, cases, and remote sessions
- Monitors backup, off-site, and critical service failure events
- Investigates and resolves reported failure incidents, escalating when necessary
- Maintains a knowledge base of our products and services and provides high quality technical support to partners during each interaction
- Contributes to written articles for internal and external knowledge base
- Identifies and escalates situations requiring urgent attention to appropriate teams
- Documents partner interactions, troubleshooting, and results in a clear and concise manner and accurately reports customer feedback to Engineering
- Handles assigned support cases
- Engages in the application of best practices per technical documentation and provides solutions based on diagnosis of the problem
- Communicates new release features and improvements to our partners that better their experience
Requirements:
- Bachelor’s degree in related field or equivalent business experience
- 1+ years of relevant experience
- Preferred: Experience working in a technical, service-oriented position
- Preferred: Experience troubleshooting Windows and Linux servers
- Ability to work independently on projects and processes with close supervision
- Broad theoretical knowledge of applicable work area
- Ability to situationally adapt and understand new technology/processes as per partner requirement
- Strong customer service skills
- Strong desire to help our partners and peers
- Strong written and verbal communication skills
- Familiarity with backup technology
- Basic knowledge of virtualization and cloud technology
- Basic understanding of operating systems, such as Linux
- Interpersonal skills and willingness to work alongside multiple cross-functional teams
- Organized and strong attention to detail
- Preferred: Basic understanding of IT, professional services, CRM, and ERP market
Benefits:
- Equal Opportunity Employer
- Dedicated to building a diverse and inclusive workforce
- Workplace free from discrimination and harassment
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