Technical Support Specialist II

Technical Support Specialist IIPHL RemoteConnectWise 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.Our company is powered by our connections, our colleagues, and our community. And, we accept all kinds.Game-changers, innovators, culture-lovers—and humankind.We invite discovery and debate. We recognize key moments as milestones.We see you and value you for your unique contributions. Our inclusive, positive culture lays the foundation to ensure every colleague is valued for their perspectives and skills, giving you the choice of how YOU make a difference.Curious? Read this opportunity to learn how YOU can make a difference at ConnectWise!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 detailResearches, analyzes, and documents findingsMay influence others within the Technical Support team through the explanation of facts, policies, and practicesInteracts with partners to provide technical support via email, phone, chat, cases, and remote sessionsMonitors backup, off-site, and critical service failure eventsInvestigates and resolves reported failure incidents, escalating when necessaryActs as first point of contact for escalated support casesMaintains a knowledge base of our products and services and provides high quality technical support to partners during each interactionDiscusses partners' operational challenges and evaluates business data to identify areas of opportunity to help partners optimize their business strategiesIdentifies and escalates trending issues and potential software defects to leadership and developmentContributes to written articles for internal and external knowledge baseIdentifies and escalates situations requiring urgent attention to appropriate teamsDocuments partner interactions, troubleshooting, and results in a clear and concise manner and accurately reports customer feedback to EngineeringHandles assigned support casesEngages in the application of best practices per technical documentation and provides solutions based on diagnosis of the problemCommunicates new release features and improvements to our partners that better their experienceKnowledge, Skills, and/or Abilities Required:Ability to work independently on projects and processes with general supervisionPractical knowledge of applicable work areaAbility to situationally adapt and understand new technology/processes as per business requirement Strong customer service skillsStrong desire to help our partners and peersStrong written and verbal communication skillsStrong sense of ownership and accountabilityFamiliarity with backup technologyKnowledge of virtualization and cloud technologyUnderstanding of operating systems, such as LinuxInterpersonal skills and willingness to work alongside multiple cross-functional teamsOrganized and strong attention to detailPreferred: Basic understanding of IT, professional services, CRM, and ERP marketsEducational/Vocational/Previous Experience Recommendations:Bachelor's degree required in related field or equivalent business experience2+ years of related experienceExperience working in a technical service-oriented positionPreferred: Experience troubleshooting Windows and Linux serversConnectWise is an Equal Opportunity Employer, dedicated to building a diverse and inclusive workforce and providing a workplace free from discrimination and harassment. ConnectWise provides equal employment opportunities to all employees and applicants without regard to race, ethnicity, color, religion, age, sex (including pregnancy), sexual orientation, gender, gender identity or expression, ancestry, national origin, citizenship status, physical or mental disability, genetic information, military/veteran status, marital status, familial or parental status, or any other characteristic or status protected by applicable federal, state and local laws.The statements above are intended to describe the general nature and level of work being performed by individuals assigned to this job. Other duties may be assigned as needed. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job and/or to receive other benefits and privileges of employment. If you need a reasonable accommodation for any part of the application and hiring process, please contact us at View email address on click.appcast.io or View phone number on click.appcast.io.