Software Support Specialist I

2 days ago

Mumbai, India ConnectWise Full time
General Summary:

The Technical 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 detailResearches, analyzes, and documents findingsInteracts with partners to provide support via email, phone, chat, cases, and remote sessionsProvides guidance and performs regular queue review for junior team membersActs as an escalation point for complex issuesContributes to written articles for internal and external knowledge baseIdentifies and escalates situations requiring urgent attention to appropriate teamsDocuments partner interactions, troubleshooting, and results in a clear and concise manner and accurately reports customer feedback to EngineeringManages a queue of resolving support casesEngages in the application of best practices per technical documentation and provides solutions based on diagnosis of the problemCommunicates new release features and improvements to our partners that better their experienceKnowledge, Skills, and/or Abilities Required:Ability to work independently on projects and processes with close supervisionBroad theoretical knowledge of applicable work areaAbility to situationally adapt and understand new technology/processes as per partner requirementStrong customer service skillsStrong desire to help our partners and peersExcellent written and verbal communication skillsStrong interpersonal skills and willingness to work alongside multiple cross-functional teamsOrganized and strong attention to detailPreferred: Basic understanding of IT, Professional Services, Customer Relationship Management (CRM), and Enterprise Resource Planning (ERP) marketsEducational/Vocational/Previous Experience Recommendations:Bachelor’s degree in related field or equivalent business experience1+ years of relevant experiencePreferred: 1+ years of experience working in a technical service-oriented positionPreferred: 1+ years troubleshooting Windows and Linux serversWorking Conditions:Onsite/Hybrid/Remote depending on location0-10% travel may be required.

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