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Connectwise LLP Looking for Technical Support Specialist I at Mumbai Full Time
Job Description
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
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
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
Onsite/Hybrid/Remote depending on location
0-10% travel may be required
For more information, please go to www.connectwise.com/careers
