Services & Support Contractor

7 days ago

Mumbai Maharashtra, India ConnectWise Full time

_ConnectWise is an industry and Global leading software company_ with over 3,000 colleagues in North America, EMEA and APAC. As a community-driven software company dedicated to the success of technology solution providers, our suite helps _over 45,000 of our partners manage their businesses better, sell more efficiently, automate service delivery, and remotely control technology so they can consistently deliver amazing customer experiences._
- Our company is powered by our connections, our colleagues, and our community. And, we accept all kinds. _
- Game-changers, innovators, culture-lovers—and humankind._
- We invite discovery and debate. We recognize key moments as milestones. _
- We see you and value you for your unique contributions. Our inclusive, positive culture lays the foundation to ensure every colleague is valued for their perspectives and skills, giving you the choice of how YOU make a difference._

**Curious? Read this opportunity to learn how YOU can make a difference at ConnectWise**

Job Title: Technical Support Specialist I

Nature of Employment -**:Third Party Role**

**General Summary**:
The Technical Support Specialist I is responsible for assisting our partners in diagnosing and resolving a partner's product issues or questions. This role works in partnership with cross-functional teams to troubleshoot, resolve, and document issues, getting partners back on track to having a positive experience with our products.

**Essential Duties & Responsibilities**:

- Provides support to partners with a high attention to detail
- Researches, analyzes, and documents findings
- Monitors backup, off-site, and critical service failure events
- Investigate and resolve reported failure incidents, escalating when necessary
- Maintains a knowledge base of our products and services and provides high-quality technical support to partners during each interaction
- Contributes to written articles for internal and external knowledge base
- Identifies and escalates situations requiring urgent attention to appropriate teams
- Documents partner interactions, troubleshooting, and results clearly and concisely and accurately report customer feedback to the Engineering
- Handles assigned support cases
- Communicates new release features and improvements to our partners that better their experience

**Knowledge, Skills, and/or Abilities Required**:

- Ability to work independently on projects and processes with close supervision
- Broad theoretical knowledge of applicable work area
- Ability to situationally adapt and understand new technology/processes as per partner requirement
- Strong customer service skills
- Strong desire to help our partners and peers
- Strong written and verbal communication skills
- Familiarity with backup technology
- Basic knowledge of virtualization and cloud technology
- Basic 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 knowledge of IT, professional services, CRM, and ERP markets

**Educational/Vocational/Previous Experience Recommendations**:

- Bachelor's degree in a related field or equivalent business experience
- 1+ years of relevant experience
- Preferred: Experience working in a technical, service-oriented position
- Preferred: Experience troubleshooting Windows and Linux servers

**Working Conditions**:

- Onsite/Hybrid/Remote depending on location
- 0-10% travel may be required

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