ConnectWise · 20 hours ago
Technical Support Specialist I
United States
Full-time
Remote
Entry Level
1+ years expConnectWise is a leading software company dedicated to the success of technology solution providers. The Technical Support Specialist I is responsible for assisting partners in diagnosing and resolving product issues while working with cross-functional teams to ensure a positive experience with the company's products.
Cloud ComputingConsultingLegalSaaSSoftwareInformation TechnologyB2BCloud Data Services
Responsibilities
Provides support to partners with a high attention to detail
Researches, analyzes, and documents findings
Interacts with partners to provide technical support via email, phone, chat, cases, and remote sessions
Monitors backup, off-site, and critical service failure events
Investigates and resolves reported failure incidents, escalating when necessary
Maintains a knowledge base of our products and services and provides high quality technical support to partners during each interaction
Contributes to written articles for internal and external knowledge base
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 customer feedback to Engineering
Handles assigned support cases
Engages in the application of best practices per technical documentation and provides solutions based on diagnosis of the problem
Communicates new release features and improvements to our partners that better their experience
Qualification
Required
Troubleshooting experience primarily in Windows, with secondary expertise in OSX and preferably in Android and iOS
Exposure to end user support for clients - IT OR MSP Space
Proficient in Problem Solving
Proficient in Critical Thinking
Proficient in Communication (verbal/written)
Proficient in Customer Service/Help Desk Support
Proficient in Networking
Minimum Experience - 1 year, if someone has good communication and is a trainable resource we are comfortable with 6 months of experience
Ability to work independently on projects and processes with close supervision
Broad theoretical knowledge of applicable work area
Ability to situationally adapt and understand new technology/processes as per partner requirement
Strong customer service skills
Strong desire to help our partners and peers
Strong written and verbal communication skills
Familiarity with backup technology
Basic knowledge of virtualization and cloud technology
Basic understanding of operating systems, such as Linux
Interpersonal skills and willingness to work alongside multiple cross-functional teams
Organized and strong attention to detail
Bachelor's degree in related field or equivalent business experience
1+ years of relevant experience
Preferred
System Administration
Windows/Mac OSX Server Administration
Scripting
SQL
Advanced Networking and Firewall Configuration
Experience working in a technical, service-oriented position
Experience troubleshooting Windows and Linux servers
Basic understanding of IT, professional services, CRM, and ERP market
Company
ConnectWise
ConnectWise is a software company that transforms how technology solution providers build, manage, and grow their businesses.
1001-5000 employees
H1B Sponsorship
ConnectWise has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2024 (4)
2023 (1)
2022 (2)
2020 (1)
Funding
Current Stage
Late StageTotal Funding
$0.58M2019-07-01Seed· $0.58M
2019-02-25Acquired
Leadership Team
Manny Rivelo
Chief Executive Officer
Steve Cochran
Chief Technology Officer
Recent News
Company data provided by crunchbase