Help Desk Customer Support Representative

ConnectWise is the world's leading software company dedicated to the success of IT Solution providers. As a company our vision is to power a thriving IT ecosystem that transforms what's possible for SMBs. How we do this is by empowering IT solution providers with unmatched software, services, and community to achieve their most ambitious vision of success

ConnectWise provides a work environment where each colleague is valued for their perspectives, skills and talents, is treated respectfully, can communicate openly and is encouraged to develop to their full potential as a contributor to the success of the company and the communities we serve. We value our colleagues and offer a competitive benefits package including medical, retirement investment plans, flexible time away, community volunteer opportunities, master’s assistance program and colleague recognition programs.    

 

General Summary:

The Help Desk Service Customer Support Representative is responsible for providing the first level of service to customers and partners through basic case management. This role works in partnership with the Help Desk Service teams to ensure customers and partners receive accurate and timely support.

Essential Duties and Responsibilities:

• Provides support to the Help Desk Service teams, with a high attention to detail
• May assist in training and/or leading new team colleagues
• Processes requests through multiple platforms
• Follows up with customers as needed
• Assists in outbound calling to customers
• Keeps records of customer interactions, transactions, and comments
• Maintains database with customer information as required
• Provides feedback on the efficiency of the customer service process
• Makes sounds decisions in identifying, resolving, and escalating issues when necessary
• Supports coworkers and promotes a positive work environment 

Knowledge, Skills, and/or Abilities Required:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to perform routine situations and procedures with limited supervision
• Excellent customer service skills
• Strong team player with ability to build positive and collaborative relationships within the organization
• Ability to have a positive, empathic, and professional attitude toward customers
• Ability to follow defined processes
• Ability to type 35 word per minute
• Strong problem resolution skills
• Ability to collaborate with team members and customers
• Knowledge of desktop computing skills
• Demonstrated ability to prioritize and manage multiple tasks
• Demonstrate an ability to making a difference daily and upholding commitments
• Knowledge of internet browsing and searching 

Educational/Vocational/Previous Experience Recommendations:

• Requires broad knowledge of job procedures and tools
• 2+ years of relevant experience
• Preferred: Intermediate to Advanced experience in Microsoft Office Suite 

Working Conditions:

• Onsite/Hybrid/Remote depending on location
• 0-10% travel may be required

ConnectWise 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 talentacquisition@connectwise.com or 1-800-671-6898.