ConnectWise is looking to solve the problem of providing effective support to its partners in diagnosing and resolving product issues or questions, to ensure a positive experience with ConnectWise products.
Requirements
- Broad theoretical knowledge of applicable work area
- Ability to situationally adapt and understand new technology/processes as per partner requirement
- Preferred: Basic understanding of IT, Professional Services, Customer Relationship Management (CRM), and Enterprise Resource Planning (ERP) markets
- Preferred: 1+ years of experience working in a technical service-oriented position
- Preferred: 1+ years troubleshooting Windows and Linux server
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
- Documents partner interactions, troubleshooting, and results in a clear and concise manner and accurately reports customer feedback to Engineering
Other
- Ability to work independently on projects and processes with close supervision
- Strong customer service skills
- Strong desire to help our partners and peers
- Excellent written and verbal communication skills
- Bachelor's degree in related field or equivalent business experience
