Software Support Specialist I

1 month ago

Mumbai, India Connectwise Full time

Must have experience in Dell support / HP Support.

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.

- Provide guidance and perform regular queue reviews 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 a 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 areas.

- Ability to situationally adapt and understand new technology/processes as per partner requirements.

- 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) Experience Recommendations:

- Bachelor's degree in a 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/Remote depending on location

- 0-10% travel may be required

(ref:hirist.tech)

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