Technical Support Analyst
3 weeks ago
Job Summary:
The ConnectWise Software Support Specialist I serves as a key partner in delivering exceptional technical support to our clients. This role involves collaborating with cross-functional teams to diagnose and resolve complex technical issues, ensuring a seamless experience for our customers.
Key Responsibilities:
- Deliver high-quality technical support through various communication channels, including email, phone, and remote sessions.
- Provide in-depth analysis and documentation of technical findings to facilitate effective issue resolution.
- Engage with clients to identify and address technical concerns, promoting a positive experience with ConnectWise products.
- Offer guidance and mentorship to junior team members, fostering a culture of knowledge sharing and growth.
- Act as an escalation point for complex technical issues, collaborating with internal teams to resolve critical problems.
- Contribute to the development of internal and external knowledge base articles, ensuring accurate and up-to-date information is available to clients and support teams.
- Identify and escalate critical situations to the appropriate teams, ensuring timely resolution and minimizing impact on our clients.
- Document client interactions, technical resolutions, and results in a clear and concise manner, accurately reporting feedback to the Engineering team.
Requirements:
- Ability to work independently on complex technical issues with close supervision.
- Broad theoretical knowledge of applicable technical areas.
- Ability to adapt to new technology and processes as required by clients.
- Strong customer service skills, with a focus on delivering exceptional technical support.
- Excellent written and verbal communication skills, with the ability to effectively interact with clients and internal teams.
- Strong interpersonal skills, with the ability to work collaboratively with multiple cross-functional teams.
Recommendations:
- Bachelor's degree in a related field or equivalent business experience.
- 1+ years of relevant experience, preferably in a technical service-oriented position.
Working Conditions:
- Onsite/Hybrid/Remote work arrangement, depending on location.
- 0-10% travel may be required.
Language: en
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