Technical Support Specialist II

3 months ago

Mumbai, India ConnectWise Full time

General Summary:

The Technical Support Specialist II 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 cross-functional teams, with a high attention to detail Researches, analyzes, and documents findings May influence others within the Technical Support team through the explanation of facts, policies, and practices Interacts with partners to provide technical support via email, phone, chat, cases, and remote sessions Monitors backup, off-site, and critical service failure events Investigate and resolve reported failure incidents, escalating when necessary Acts as the first point of contact for escalated support cases Maintains a knowledge base of our products and services and provides high-quality technical support to partners during each interaction Discusses partners' operational challenges and evaluate business data to identify areas of opportunity to help partners optimize their business strategies Identifies and escalates trending issues and potential software defects to leadership and development 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 clear, concisely and accurately report customer feedback to the Engineering Handles assigned 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 general supervision Practical knowledge of applicable work area Ability to situationally adapt and understand new technology/processes as per business requirement Strong customer service skills Strong desire to help our partners and peers Strong written and verbal communication skills Strong sense of ownership and accountability Familiarity with backup technology Knowledge of virtualization and cloud technology 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 understanding of IT, professional services, CRM, and ERP markets

Educational/Vocational/Previous Experience Recommendations:

Bachelor’s degree required in related field or equivalent business experience 2+ years of related experience 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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