At a Glance
- Tasks: Assist partners with technical issues and provide top-notch support via various channels.
- Company: Join ConnectWise, a leading global software company with a vibrant community.
- Benefits: Enjoy competitive pay, inclusive culture, and opportunities for growth.
- Other info: Diverse and inclusive workplace that values your unique contributions.
- Why this job: Make a real impact by helping partners optimize their tech solutions.
- Qualifications: Bachelor's degree and 2+ years in a technical support role preferred.
The predicted salary is between 57150 - 69850 $ per year.
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.
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
- Investigates and resolves reported failure incidents, escalating when necessary
- Acts as 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 evaluates 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 in a clear and concise manner and accurately reports customer feedback to 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
ConnectWise is an Equal Opportunity Employer, dedicated to building a diverse and inclusive workforce and providing a workplace free from discrimination and harassment.
Technical Support Specialist II in Toronto employer: Zofiq Inc.
At ConnectWise, we pride ourselves on being an exceptional employer that fosters a collaborative and innovative work culture. Our commitment to employee growth is evident through comprehensive training programs and opportunities for advancement, particularly in the dynamic DACH markets. With flexible onsite, hybrid, and remote work options, we ensure our team members can thrive both professionally and personally while making a meaningful impact in the tech industry.
