Technical Services Specialist

ConnectWise is an industry and Global leading software company with over 3,000 colleagues in North America, EMEA and APAC. As a community-driven software company dedicated to the success of technology solution providers, our suite helps over 45,000 of our partners manage their businesses better, sell more efficiently, automate service delivery, and remotely control technology so they can consistently deliver amazing customer experiences. Our company is powered by our connections, our colleagues, and our community. And, we accept all kinds. Game-changers, innovators, culture-lovers—and humankind. We invite discovery and debate. We recognize key moments as milestones. We see you and value you for your unique contributions. Our inclusive, positive culture lays the foundation to ensure every colleague is valued for their perspectives and skills, giving you the choice of how YOU make a difference. General Summary: The Technical Services Specialist is responsible for assisting ConnectWise partners in diagnosing and resolving product issues or questions. This role works in partnership with cross-functional teams to troubleshoot, resolve, and document issue partner issues. Essential Duties and Responsibilities: Provides support to the Technical Support teams, with a high attention to detail Researches, analyses, and documents findings May influence others within the Technical Services team through the explanation of facts, policies, and practices Communicates to partners or customers regarding their reported issue via email, phone, chat, and remote sessions 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 status to appropriate team Maintains knowledge of technology innovations and trends Performs regular queue review to stay up to date on any issues Knowledge, Skills, and/or Abilities Required: Ability to work independently on projects and processes with general supervision Practical knowledge of applicable work area Ability to situationally adapt and understand new technology/processes as per partner requirements Strong customer service skills Strong desire to help our partners and peers Excellent written and verbal communication skills Strong interpersonal skills and willingness to work alongside multiple cross-functional teams Organized and strong attention to detail Educational/Vocational/Previous Experience Recommendations: Bachelor’s degree in related field or equivalent business experience 2+ years of relevant experience Preferred: 1+ years of experience working in a technical-service oriented position 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 or . #J-18808-Ljbffr