ConnectWise

Technical Support Specialist I

ConnectWise

full-time

Posted on:

Location Type: Remote

Location: Philippines

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Job Level

Junior

Tech Stack

Linux

About the role

  • Provides support to partners with a high attention to detail
  • Researches, analyzes, and documents findings
  • Interacts with partners to provide technical support via email, phone, chat, cases, and remote sessions
  • Monitors backup, off-site, and critical service failure events
  • Investigates and resolves reported failure incidents, escalating when necessary
  • Maintains a knowledge base of our products and services and provides high quality technical support to partners during each interaction
  • 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
  • Handles assigned 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

Requirements

  • Bachelor’s degree in related field or equivalent business experience
  • 1+ years of relevant experience
  • Preferred: Experience working in a technical, service-oriented position
  • Preferred: Experience troubleshooting Windows and Linux servers
Benefits
  • Health insurance
  • Flexible work arrangements
  • Professional development opportunities
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
technical supporttroubleshootingWindows serversLinux serversdocumentationincident resolutionknowledge base managementremote supportcase managementbest practices application
Soft Skills
attention to detailcommunicationanalytical skillsproblem-solvinginterpersonal skillscustomer feedback reportingescalation managementcollaborationwritten communicationservice orientation
Certifications
Bachelor’s degree