Technical Support Specialist II

Summary

Join ConnectWise as a Technical Support Specialist II and assist partners in diagnosing and resolving product issues. Collaborate with cross-functional teams to troubleshoot and document problems, ensuring positive partner experiences. This role involves interacting with partners via various channels, monitoring system events, investigating failures, and escalating issues as needed. You will maintain a knowledge base, discuss operational challenges, identify areas for improvement, and escalate trending issues. Document partner interactions and contribute to internal/external knowledge bases. A bachelor's degree and 2+ years of related experience are required.

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
• Investigates and resolves reported failure incidents, escalating when necessary
• Acts as 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 evaluates 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 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

Preferred Qualifications

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

Benefits

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