Technical Services Specialist

2 hours ago

Clark PHL, Philippines ‎ConnectWise Full time ₱900,000 - ₱1,200,000 per year
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, analyzes, 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

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