Business Knowledge Specialist

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 Business Knowledge Specialist is responsible for maintaining the knowledge base for our products and services, while providing high-quality support to partners during each interaction. This role works in partnership with cross-functional teams to discuss partner’s operational challenges and evaluate business data to identify areas of opportunity to help partners optimize their business strategies.

Essential Duties and Responsibilities:

• Provides support to cross functional teams, with a high attention to detail
• Researches, analyzes, and documents findings
• May influence others within the support team through the explanation of facts, policies, and practices
• Interacts with partners and end users to provide support
• Documents partner interactions, troubleshooting, and results in a clear and concise manner
• Analyzes, tests, and modifies partner and end user customer’s computer systems based upon their unique design specifications and/or computing environment
• Identifies and escalates situations to proper support teams
• Troubleshoots, diagnoses, and resolves network communication issues
• Contributes to Knowledgebase methodology and Knowledge Centered Services (KCS) by creating articles and reviewing existing articles for accuracy
• Draws conclusions from our knowledge bases to solve problems or make decisions to provide the best support for our partners

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 work independently on projects and processes with general supervision
• Practical knowledge of software
• Ability to situationally adapt and understand new technology/processes as per ConnectWise
• Ability to successfully follow defined processes and procedures
• Strong customer service skills with the drive to provide the best partner experience with each interaction
• Organized, detail oriented, and self-motivated
• Effective verbal and written communication skills
• Ability to work on multiple issues simultaneously in a fast-paced environment
• Preferred: Knowledge of the IT, Professional Services, CRM or ERP markets

Educational/Vocational/Previous Experience Recommendations:

• Bachelor’s degree in related field or equivalent business experience
• 2+ years of relevant experience
• Experience in SQL, Exchange, Microsoft 365, or Windows Servers
• Preferred: IT Fundamentals Certification or related certifications (A+, Server+, Network+, Azure, QuickBooks, etc.)
• Preferred: Experience in consulting or delivering software implementation services

Working Conditions:

• Onsite/Hybrid/Remote depending on location
• 0-10% Travel

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 perform