‎ConnectWise - Technical Support Specialist II (Backup / Restore, Networking)

• Provides support to cross-functional teams, with a high attention to detail • Researches, analyzes, and documents findings • May influence others within the Technical Support team through the explanation of facts, policies, and practices • 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 • Acts as first point of contact for escalated support cases • Maintains a knowledge base of our products and services and provides high quality technical support to partners during each interaction • Discusses partners' operational challenges and evaluates business data to identify areas of opportunity to help partners optimize their business strategies • Identifies and escalates trending issues and potential software defects to leadership and development • 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 • 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 business requirement Strong customer service skills • Strong desire to help our partners and peers • Strong written and verbal communication skills • Strong sense of ownership and accountability • Familiarity with backup technology • Knowledge of virtualization and cloud technology • Understanding of operating systems, such as Linux • Interpersonal skills and willingness to work alongside multiple cross-functional teams • Organized and strong attention to detail • Preferred: Basic understanding of IT, professional services, CRM, and ERP markets • Educational/Vocational/Previous Experience Recommendations: • Bachelor’s degree required in related field or equivalent business experience • 2+ years of related experience • Experience working in a technical service-oriented position • Preferred: Experience troubleshooting Windows and Linux servers