Software Support Specialist I

3 weeks ago

Mumbai, India ConnectWise Full time

General Summary:

The Technical Support Specialist I is responsible for assisting ConnectWise 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 ConnectWise products.

Essential Duties & Responsibilities:

Provides support to partners with a high attention to detail Researches, analyzes, and documents findings Interacts with partners to provide support via email, phone, chat, cases, and remote sessions Provides guidance and performs regular queue review for junior team members Acts as an escalation point for complex issues 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 in a clear and concise manner and accurately reports customer feedback to Engineering Manages a queue of resolving support cases Engages in the application of best practices per technical documentation and provides solutions based on diagnosis of the problem 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 Excellent written and verbal communication skills Strong interpersonal skills and willingness to work alongside 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

Educational/Vocational/Previous Experience Recommendations:

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

Working Conditions:

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

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