Technical Support Specialist II
Posted 22 days ago
You'll complete your application on ConnectWise's career site.
About the Role
In this Technical Support Specialist II position, you play a key role in helping partners identify and fix product-related problems. You will work alongside various teams to examine and log issues with precision, while managing inquiries across email, phone, and chat platforms. Your core duties involve overseeing backup infrastructures, handling major service disruptions, and serving as the primary contact for complex support escalations. Additionally, you are expected to update internal documentation, review operational hurdles with partners, and suggest ways to improve processes. Recording partner communication and sharing feedback with the Engineering department is essential for enhancing overall service quality.
Requirements
- You must possess a Bachelor's degree in a relevant discipline or equivalent professional background.
- You are required to have at least two years of experience in a technical, service-focused role.
- You must show excellent customer service capabilities and the capacity to execute tasks autonomously.
- You should have a functional understanding of current technologies and be flexible in adopting new workflows as they arise.
- You need strong verbal and written communication skills paired with a high level of personal accountability.
- You must be familiar with backup solutions and Linux operating systems.
- You should demonstrate the interpersonal skills necessary for effective cross-functional collaboration.
- You should have basic exposure to IT, professional services, CRM, and ERP industries.
- Experience with Windows and Linux server troubleshooting is considered an advantage.
Responsibilities
- You will diagnose and settle product-related concerns for partners.
- You will partner with diverse teams to investigate and document technical issues.
- You will deliver support through various channels while maintaining detailed logs of your analysis.
- You will address backup issues and urgent service failures in a timely manner.
- You will manage escalated support tickets and update the knowledge base accordingly.
- You will inform leadership about recurring problems and assist with internal and external documentation projects.
- You will update partners on new features and implement technical standards to reach efficient resolutions.
- You will oversee your assigned tickets and record all correspondence to support ongoing service enhancement.
Benefits & Perks
- You will join an organization that prioritizes equal employment opportunity and maintains a work environment devoid of harassment and discrimination.
- Qualified individuals with disabilities will receive reasonable accommodations as needed.
- You will gain access to further employee benefits and privileges designed to promote a supportive workplace culture.
Note: This listing is summarized and paraphrased by WorkNow from a publicly posted role. For the original wording and full details, please refer to the employer's official posting.
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