Technical Support Specialist

3 weeks ago

Mumbai, Maharashtra, India ConnectWise Full time
Job Title: Technical Support Specialist II

Shift: 24/7

Key Responsibilities:

  • Provide exceptional support to cross-functional teams with a high attention to detail
  • Research, analyze, and document findings to ensure accurate resolution of issues
  • Influence others within the Technical Support team through the explanation of facts, policies, and practices
  • Interact with partners to provide technical support via email, phone, chat, cases, and remote sessions
  • Monitor backup, off-site, and critical service failure events to ensure timely resolution
  • Investigate and resolve reported failure incidents, escalating when necessary
  • Act as the first point of contact for escalated support cases
  • Maintain a knowledge base of our products and services and provide high-quality technical support to partners during each interaction
  • Discuss partners' operational challenges and evaluate business data to identify areas of opportunity to help partners optimize their business strategies
  • Identify and escalate trending issues and potential software defects to leadership and development
  • Contribute to written articles for internal and external knowledge base
  • Identify and escalate situations requiring urgent attention to appropriate teams
  • Document partner interactions, troubleshooting, and results in a clear & concise manner and accurately report customer feedback to Engineering
  • Handle assigned support cases
  • Engage in the application of best practices per technical documentation and provide solutions based on a diagnosis of the problem
  • Communicate new release features and improvements to our partners that better their experience

Requirements:

  • 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 markets

Educational/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 servers

Working Conditions:

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

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