Customer Support I
1 week ago
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**
**Designation - Customer support I (Voice process)**
**General Summary**:
The Customer Support I provide support for the Technical Support teams. This role is responsible for assisting partners with questions about the company's products they may have and finding resolutions to improve their day-to-day. This role works in partnership with cross-functional teams to ensure products are working effectively and all partners are satisfied with their relationship with ConnectWise.
**Essential Duties & Responsibilities**:
- Provides support to the Services & Support teams, with a high attention to detail
- Supports partner questions and offers resolutions by utilizing resources and specific company tools
- Communicates necessary information to partners regarding company products
- Researches and provides updates on escalated troubleshooting issues that have been encountered
- Provides accurate, valid and complete information by using the right methods/tools based on department guidelines
**Knowledge, Skills, and/or Abilities Required**:
- Ability to perform routine situations and procedures with moderate supervision
- Excellent customer service skills
- Strong team player with ability to build positive and collaborative relationships within the ConnectWise organization
- Strong communication skills, both written and verbal
- Excellent time management, and attention to detail skills
- Ability to multitask and handle multiple projects at once
- Competent in MS Office
**Educational/Vocational/Previous Experience Recommendations**:
- Requires basic knowledge of job procedures and tools
- Preferred: 1+ year(s) of customer support experience
- Preferred: Bachelor's degree in related field
**Working Conditions**:
- Hybrid
- Rotational shifts
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