Technical Support Specialist II

🔥 0 minutes ago

🇵🇭 Philippines – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

💻 IT Support

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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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

• Assist partners in diagnosing and resolving product issues and questions • Work with cross-functional teams to troubleshoot, resolve, and document issues • Provide support to cross-functional teams with high attention to detail • Research, analyze, and document findings • 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 first point of contact for escalated support cases • Maintain a knowledge base of products and services • Discuss partners' operational challenges and evaluate business data to identify optimization opportunities • Identify and escalate trending issues and potential software defects to leadership and development • Contribute written articles for internal and external knowledge bases • Escalate situations requiring urgent attention to appropriate teams • Document partner interactions, troubleshooting, and results, and report customer feedback to Engineering • Handle assigned support cases • Apply technical best practices and provide solutions based on problem diagnosis • Communicate new release features and improvements to partners

🎯 Requirements

• Bachelor’s degree required in related field or equivalent business experience • 2+ years of related experience • Experience working in a technical service-oriented position • Ability to work independently on projects and processes with general supervision • Practical knowledge of applicable work area • Ability to adapt to new technology and processes according to business requirements • Strong customer service skills • Strong desire to help 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 with strong attention to detail • Preferred: Basic understanding of IT, professional services, CRM, and ERP markets • Preferred: Experience troubleshooting Windows and Linux servers

🏖️ 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