Services And Support Contractor

Summary

Join ConnectWise as a Technical Support Specialist I and assist our partners in diagnosing and resolving product issues. This role involves collaborating with cross-functional teams to troubleshoot and document problems, ensuring partners have positive experiences. You will provide technical support via various channels, monitor critical service failures, maintain a knowledge base, and contribute to internal and external documentation. The position requires strong customer service, communication, and technical skills. Opportunities for hybrid or remote work are available.

Requirements

• 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
• Bachelor’s degree in a related field or equivalent business experience
• 1+ years of relevant experience

Responsibilities

• Provide support to partners with a high attention to detail
• Research, analyze, and document findings
• Interact with partners to 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
• Maintain a knowledge base of our products and services and provide high-quality technical support to partners during each interaction
• Contribute to written articles for internal and external knowledge base
• Identify and escalate situations requiring urgent attention to appropriate teams
• Document partner interactions, troubleshooting, and results clearly and concisely and accurately report customer feedback to the Engineering
• Handle assigned support cases
• Engage in the application of best practices per technical documentation and provide solutions based on diagnosis of the problem
• Communicate new release features and improvements to our partners that better their experience

Preferred Qualifications

• Basic knowledge of IT, professional services, CRM, and ERP markets
• Experience working in a technical, service-oriented position
• Experience troubleshooting Windows and Linux servers

Benefits

• Onsite/Hybrid/Remote depending on location
• 0-10% travel may be required