Technical Support Specialist II

Summary

Join ConnectWise as a Technical Support Specialist II to assist partners in diagnosing and resolving product issues, working with cross-functional teams to troubleshoot and document issues.

Requirements

• Ability to work independently on projects and processes with general supervision
• Practical knowledge of applicable work area
• Ability to situationally adapt and understand new technology/processes as per business requirement
• Strong customer service skills
• Strong desire to help our 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 and strong attention to detail
• Bachelor’s degree required in related field or equivalent business experience
• 2+ years of related experience
• Experience working in a technical service-oriented position

Responsibilities

• Provides support to cross-functional teams, with a high attention to detail
• Researches, analyzes, and documents findings
• May influence others within the Technical Support team through the explanation of facts, policies, and practices
• Interacts with partners to provide technical support via email, phone, chat, cases, and remote sessions
• Monitors backup, off-site, and critical service failure events
• Investigate and resolve reported failure incidents, escalating when necessary
• Acts as the first point of contact for escalated support cases
• Maintains a knowledge base of our products and services and provides high-quality technical support to partners during each interaction
• Discusses partners' operational challenges and evaluate business data to identify areas of opportunity to help partners optimize their business strategies
• Identifies and escalates trending issues and potential software defects to leadership and development
• 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 clear, concisely and accurately report customer feedback to the 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

Preferred Qualifications

• Basic understanding of IT, professional services, CRM, and ERP markets
• Experience troubleshooting Windows and Linux servers