Technical Support Analyst

3 weeks ago


Mumbai, Maharashtra, India ConnectWise Full time

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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