Technical Support Specialist

7 days ago


Mumbai, Maharashtra, India ConnectWise Full time

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:

  1. Delivers exceptional support to partners with a strong focus on detail.
  2. Conducts thorough research, analysis, and documentation of findings.
  3. Engages with partners through various channels, including email, phone, chat, cases, and remote sessions.
  4. Offers guidance and performs regular queue reviews for junior team members.
  5. Serves as an escalation point for complex issues.
  6. Contributes to written articles for our internal and external knowledge base.
  7. Identifies and escalates situations requiring urgent attention to relevant teams.
  8. Documents partner interactions, troubleshooting, and results in a clear and concise manner, accurately reporting customer feedback to our Engineering team.
  9. Manages a queue of resolving support cases.
  10. Applies best practices from technical documentation and provides solutions based on problem diagnosis.
  11. Communicates new release features and improvements to our partners, enhancing their experience.

    Requirements:

    1. Ability to work independently on projects and processes with close supervision.
    2. Strong theoretical knowledge of applicable work areas.
    3. Capacity to adapt and understand new technology and processes as needed.
    4. Strong customer service skills.
    5. Desire to assist our partners and peers.
    6. Excellent written and verbal communication skills.
    7. Strong interpersonal skills and willingness to collaborate with multiple cross-functional teams.
    8. Organized and strong attention to detail.
    9. Preferred: Basic understanding of IT, Professional Services, Customer Relationship Management (CRM), and Enterprise Resource Planning (ERP) markets.


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