Technical Support Specialist II

🔥 10 minutes ago

🇵🇭 Philippines – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💻 IT Support

👻 Ghost score 10%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.Why this score:

• Just posted.
• Jobs at this company usually fill in 27 days.
• No salary listed.

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ConnectWise

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1982

☁️ SaaS

🔒 Cybersecurity

🏢 Enterprise

💰 $585k Seed Round on 2019-06

SaaS • Cybersecurity • Enterprise

ConnectWise is a leading provider of software and services for managed service providers (MSPs), offering solutions designed to automate and streamline operations in IT management, cybersecurity, and business management. Their Asio platform is purpose-built for MSPs, delivering tools for unified monitoring and management, cybersecurity, data protection, and business management. ConnectWise provides services like professional services automation, remote monitoring and management (RMM), quote and proposal automation, IT documentation, and financial management among others. Through partnerships and integrations with top-rated vendors, ConnectWise enhances its offering for IT service management. The company also hosts industry events and provides community support to foster growth and innovation in the MSP sector.

📋 Description

• Provide support to cross-functional teams with high attention to detail • Research, analyze, and document findings • Influence others within the Technical Support team through explanations of facts, policies, and practices • Interact with partners to provide technical support via email, phone, chat, cases, and remote sessions • Monitor backup, off-site, and critical service failure events • Investigate and resolve reported failure incidents, escalating when necessary • Act as the first point of contact for escalated support cases • Maintain a knowledge base of products and services • Provide high-quality technical support to partners during each interaction • Discuss partners' operational challenges and evaluate business data to identify opportunities to optimize business strategies • Identify and escalate trending issues and potential software defects to leadership and development • Contribute written articles for internal and external knowledge bases • Identify and escalate situations requiring urgent attention to appropriate teams • Document partner interactions, troubleshooting, and results • Accurately report customer feedback to Engineering • Handle assigned support cases • Apply best practices per technical documentation and provide solutions based on problem diagnosis • Communicate new release features and improvements to partners

🎯 Requirements

• High attention to detail • Ability to research, analyze, and document findings • Ability to provide technical support via email, phone, chat, cases, and remote sessions • Ability to monitor backup, off-site, and critical service failure events • Ability to investigate and resolve incidents, escalating when necessary • Ability to handle escalated support cases • Ability to maintain product and service knowledge bases • Ability to identify and escalate trending issues and potential software defects • Ability to document partner interactions, troubleshooting, and results clearly and concisely • Ability to apply best practices from technical documentation • Ability to diagnose problems and provide solutions • Ability to communicate new release features and improvements to partners

🏖️ Benefits

• Equal employment opportunities and a workplace free from discrimination and harassment • Reasonable accommodations for qualified individuals with disabilities • Other benefits and privileges of employment as applicable

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