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Mid LevelFull-timeAWS
Salary Range
$51,000 - $69,000 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Technical Support Specialist to join our team at ConnectWise. This role involves assisting partners in diagnosing and resolving product issues, providing technical support, and collaborating with cross-functional teams.
Key Responsibilities
- →Provides support to cross-functional teams, 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
- →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
- →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
Requirements
- ✓Hands-on exposure to PowerShell scripting & MS Intunes
- ✓Shift - US Business Hours
- ✓Bachelor’s degree required in a related field or equivalent business experience
- ✓3+ 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 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
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