Premium Support Technical 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 Premium Support Technical Knowledge Specialist is responsible for interacting directly with a specific group of high touch partners and managing their support relationship while assisting with technical issues. This role works in partnership with the Support team to help develop strategies for ensuring partners are as successful as possible within our ecosystem.

Essential Duties and Responsibilities:

• Provides support to high touch partners, with a high attention to detail
• Researches, analyzes, and documents findings
• Gathers and assesses all issues partners have and works to get these issues addressed by the proper team
• Meets, communicates, and builds relationships with partners and works to understand their unique environments, objectives, and challenges
• Interacts with partners to provide support via phone, ticket system, and chat to answer user inquiries
• Creates workaround procedures when standard procedures have failed in a timely fashion
• Collaborates cross-functionally to ensure the success of high touch partners
• Analyzes and escalates situations requiring urgent attention
• Stays informed on current news, system information, problems, changes, and updates relevant to our partners, products, technology, and industry
• May coach and review the work of other team members

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 manage projects and processes independently with limited supervision
• Advanced knowledge of applicable work area
• Ability to situationally adapt and understand new technology/processes as per partner requirement
• Organized, detail oriented, and self-motivated
• Ability to effectively communicate through phone, chat, and email
• Server level technical skills such as server builds and administration, setup and support, and virtual environment administration
• Knowledge of ConnectWise products
• Ability to work on multiple issues simultaneously in a fast-paced environment
• Ability to collaborate in a team environment and work independently, with a high level of efficiency
• Preferred: Knowledge of IT, Professional Services, CRM, or ERP markets

Educational/Vocational/Previous Experience Recommendations:

• Bachelor’s degree in related field or equivalent business experience
• 4+ years of relevant experience
• Preferred: 2+ years of experience with ConnectWise products
• Preferred: Industry certifications such as A+, Server+, MCP, MCITP, MCSE, VCP, Cisco ICND1, CCNA, ITIL, or any database certification

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 performe