Technical Support Specialist I at ConnectWise

Mumbai, Maharashtra, India

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Not SpecifiedCompensation

Entry Level & New Grad, Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, SoftwareIndustries

Requirements

Hands-on experience of minimum 6 months to 1 year (freshers considered with strong server knowledge)
Bachelor’s degree in related field or equivalent business experience
Broad theoretical knowledge of applicable work area
Strong customer service skills
Strong desire to help 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 with strong attention to detail
Preferred: Basic understanding of IT, professional services, CRM, and ERP markets
Preferred: Experience working in a technical, service-oriented position
Preferred: Experience troubleshooting Windows and Linux servers
Ability to work 24x7 shifts (onsite/hybrid/remote depending on location, 0-10% travel may be required)

Responsibilities

Provide support to partners with high attention to detail
Research, analyze, and document findings
Interact with partners to provide technical support via email, phone, chat, cases, and remote sessions
Monitor backup, off-site, and critical service failure events
Investigate and resolve reported failure incidents, escalating when necessary
Maintain a knowledge base of products and services and provide high quality technical support during interactions
Contribute to written articles for internal and external knowledge base
Identify and escalate situations requiring urgent attention to appropriate teams
Document partner interactions, troubleshooting, and results in a clear and concise manner and accurately report customer feedback to Engineering
Handle assigned support cases
Engage in the application of best practices per technical documentation and provide solutions based on diagnosis of the problem
Communicate new release features and improvements to partners

Skills

Key technologies and capabilities for this role

Technical SupportTroubleshootingServer KnowledgeIncident ResolutionRemote SupportKnowledge BaseBackup MonitoringCustomer Support

Questions & Answers

Common questions about this position

What experience level is required for the Technical Support Specialist I role?

Candidates should have hands-on experience of a minimum 6 months to 1 year, or freshers will be considered if they have strong server knowledge.

What key skills are needed for this position?

Required skills include strong customer service skills, strong written and verbal communication, ability to work independently with close supervision, and broad theoretical knowledge of applicable work areas with strong server knowledge.

What is the company culture like at ConnectWise?

ConnectWise has an inclusive, positive culture that values every colleague's perspectives and skills, invites discovery and debate, and accepts all kinds including game-changers, innovators, and culture-lovers.

Is this a remote position or does it require office work?

This information is not specified in the job description.

What is the salary or compensation for this role?

This information is not specified in the job description.

ConnectWise

Software platform for IT business management

About ConnectWise

ConnectWise provides a software platform designed for Technology Solutions Providers (TSPs) to manage their business operations effectively. The platform includes tools for business management, remote monitoring and management, remote access, and automation of quotes and proposals, as well as conducting cybersecurity risk assessments. It integrates with numerous key vendors, creating a comprehensive ecosystem that supports various IT sector clients in managing their as-a-service business models. Unlike many competitors, ConnectWise emphasizes community engagement through its network, The IT Nation, which promotes collaboration and knowledge sharing among users. The goal of ConnectWise is to empower TSPs to streamline their operations and enhance their service offerings while fostering an inclusive culture that values diverse contributions from its employees.

Tampa, FloridaHeadquarters

1982Year Founded

$569KTotal Funding

SEEDCompany Stage

Enterprise Software, CybersecurityIndustries

1,001-5,000Employees

Benefits

Hybrid Work Options

Remote Work Options

Risks

Leadership transition may lead to strategic shifts or instability.

Increased competition from companies like Liongard could impact market share.

Integration challenges with PowerDMARC and EasyDMARC may affect operations.

Differentiation

ConnectWise offers a comprehensive software platform for Technology Solutions Providers (TSPs).

The company integrates with hundreds of vendors, creating a robust ecosystem for users.

ConnectWise fosters a highly engaged community, known as The IT Nation.

Upsides

Growing demand for remote monitoring solutions supports ConnectWise's offerings.

The rise of cloud-based solutions aligns with ConnectWise's subscription revenue model.

Increased collaboration in the IT ecosystem benefits ConnectWise's integration strategy.

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