Software Support Specialist L1

3 weeks ago

mumbai, India ConnectWise Full time
JOB LOCATION- MUMBAI/HYBRID
SHIFT- 24/7
EXPERIENCE- 1 - 5 YEARS
General Summary:
The Software Support Specialist I is responsible for assisting ConnectWise partners in diagnosing and resolving a partner’s product issues or questions. This role works in partnership with cross-functional teams to troubleshoot, resolve, and document issues, getting partners back on track to having a positive experience with ConnectWise products.
Essential Duties & Responsibilities:
• Provides support to partners with a high attention to detail
• Researches, analyzes, and documents findings
• Interacts with partners to provide support via email, phone, chat, cases, and remote sessions
• Provides guidance and performs regular queue review for junior team members
• Acts as an escalation point for complex issues
• 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
• Manages a queue of resolving 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
Knowledge, Skills, and/or Abilities Required:
• 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
• Excellent written and verbal communication skills
• Strong interpersonal skills and willingness to work alongside multiple cross-functional teams
• Organized and strong attention to detail
• Preferred: Basic understanding of IT, Professional Services, Customer Relationship Management (CRM), and Enterprise Resource Planning (ERP) markets Educational/Vocational/Previous Experience Recommendations:
• Bachelor’s degree in related field or equivalent business experience • 1+ years of relevant experience
• Preferred: 1+ years of experience working in a technical service-oriented position
• Preferred: 1+ years troubleshooting Windows and Linux servers
Working Conditions:
• Onsite/Hybrid/ depending on location
• 0-10% travel may be required

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