Technical Support Specialist II
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Job Description
Technical Support Specialist II helping ConnectWise partners resolve software issues. Providing troubleshooting, incident escalation, and product guidance across support channels.
Responsibilities:
- Assist partners in diagnosing and resolving product issues and questions
- Work with cross-functional teams to troubleshoot, resolve, and document issues
- Provide support to cross-functional teams with high attention to detail
- Research, analyze, and document findings
- Provide technical support via email, phone, chat, cases, and remote sessions
- Monitor backup, off-site, and critical service failure events
- Investigate and resolve reported failure incidents, escalating when necessary
- Act as first point of contact for escalated support cases
- Maintain a knowledge base of products and services
- Discuss partners' operational challenges and evaluate business data to identify optimization opportunities
- Identify and escalate trending issues and potential software defects to leadership and development
- Contribute written articles for internal and external knowledge bases
- Escalate situations requiring urgent attention to appropriate teams
- Document partner interactions, troubleshooting, and results, and report customer feedback to Engineering
- Handle assigned support cases
- Apply technical best practices and provide solutions based on problem diagnosis
- Communicate new release features and improvements to partners
Requirements:
- Bachelor’s degree required in related field or equivalent business experience
- 2+ years of related experience
- Experience working in a technical service-oriented position
- Ability to work independently on projects and processes with general supervision
- Practical knowledge of applicable work area
- Ability to adapt to new technology and processes according to business requirements
- Strong customer service skills
- Strong desire to help partners and peers
- Strong written and verbal communication skills
- Strong sense of ownership and accountability
- Familiarity with backup technology
- Knowledge of virtualization and cloud technology
- Understanding of operating systems, such as Linux
- Interpersonal skills and willingness to work alongside multiple cross-functional teams
- Organized with strong attention to detail
- Preferred: Basic understanding of IT, professional services, CRM, and ERP markets
- Preferred: Experience troubleshooting Windows and Linux servers
Benefits:
- Equal employment opportunities and a workplace free from discrimination and harassment
- Reasonable accommodations for qualified individuals with disabilities
- Other benefits and privileges of employment
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