Technical Support Specialist I

Summary

Join ConnectWise as a Technical Support Specialist I and assist partners in diagnosing and resolving product issues. Collaborate with cross-functional teams to troubleshoot and document problems, ensuring positive partner experiences. Your responsibilities include providing technical support via various channels, monitoring critical service failures, investigating and resolving incidents, maintaining a knowledge base, and contributing to internal/external documentation. You will also identify and escalate urgent situations, document interactions, and communicate new release features. This role requires strong customer service, communication, and technical skills, including familiarity with backup technology, virtualization, cloud technology, and operating systems. A bachelor's degree or equivalent experience and 1+ years of relevant experience are required.

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 related field or equivalent business experience
• 1+ years of relevant experience

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 the 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 a diagnosis of the problem
• Communicates new release features and improvements to our partners that improve their experience

Preferred Qualifications

• Basic understanding 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