Technical Support Specialist I

3 weeks ago

mumbai, India ConnectWise Full time

General Summary:

The Technical Support Specialist I 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 and Responsibilities:

Provides support to partners 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  Maintains a knowledge base of our products and services and provides high quality technical support to partners during each interaction  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

Knowledge, Skills, and/or Abilities Required:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

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  Strong written and verbal communication skills  Familiarity with backup technology Basic knowledge of virtualization and cloud technology  Basic 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 markets

Educational/Vocational/Previous Experience Recommendations:

Bachelor’s degree in related field or equivalent business experience 1+ years of relevant experience  Preferred: Experience working in a technical, service-oriented position  Preferred: Experience troubleshooting Windows and Linux servers

Working Conditions:

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

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