Technical Support Specialist
7 days ago
Job Summary:
The Support Specialist I at ConnectWise provides top-notch assistance to partners in resolving product issues and answering questions. This role involves collaborating with cross-functional teams to troubleshoot, resolve, and document issues, ensuring a seamless experience for our partners.
Key Responsibilities:
- Delivers exceptional support to partners with a strong focus on detail.
- Conducts thorough research, analysis, and documentation of findings.
- Engages with partners through various channels, including email, phone, chat, cases, and remote sessions.
- Offers guidance and performs regular queue reviews for junior team members.
- Serves as an escalation point for complex issues.
- Contributes to written articles for our internal and external knowledge base.
- Identifies and escalates situations requiring urgent attention to relevant teams.
- Documents partner interactions, troubleshooting, and results in a clear and concise manner, accurately reporting customer feedback to our Engineering team.
- Manages a queue of resolving support cases.
- Applies best practices from technical documentation and provides solutions based on problem diagnosis.
- Communicates new release features and improvements to our partners, enhancing their experience.
Requirements:
- Ability to work independently on projects and processes with close supervision.
- Strong theoretical knowledge of applicable work areas.
- Capacity to adapt and understand new technology and processes as needed.
- Strong customer service skills.
- Desire to assist our partners and peers.
- Excellent written and verbal communication skills.
- Strong interpersonal skills and willingness to collaborate with 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) markets.
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