Technical Support Specialist

4 weeks ago

Delhi, India ConnectWise Full time
Job Title: Technical Support Specialist IIShift: 24/7Must have skills: Excellent communication.Level 2 knowledge of Active Directory & Exchange server both.General Summary:The Technical Support Specialist II is responsible for assisting our 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 our products.Essential Duties & 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 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 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 & 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 a diagnosis of the problem-

Communicates 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 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-

Preferred: Basic understanding of IT, professional services, CRM, and ERP marketsEducational/Vocational/Previous Experience Recommendations:-

Bachelor’s degree required in a related field or equivalent business experience-

4+ years of related experience-

Experience working in a technical service-oriented position-

Preferred: Experience troubleshooting Windows and Linux serversWorking Conditions:-

Hybrid depending on location-

0-10% travel may be required

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