ConnectWise is the world’s leading software company dedicated to the success of IT Solution providers. As a company our vision is to power a thriving IT ecosystem that transforms what’s possible for SMBs. How we do this is by empowering IT solution providers with unmatched software, services, and community to achieve their most ambitious vision of success

ConnectWise provides a work environment where each colleague is valued for their perspectives, skills and talents, is treated respectfully, can communicate openly and is encouraged to develop to their full potential as a contributor to the success of the company and the communities we serve. We value our colleagues and offer a competitive benefits package including medical, retirement investment plans, flexible time away, community volunteer opportunities, master’s assistance program and colleague recognition programs.    

General Summary:

The Technical Knowledge Specialist position is responsible for working directly with partners to answer questions and troubleshoot any of our supported software solutions in a professional and courteous manner. Candidates for this position must be organized, detail oriented, and self-motivated with excellent listening and communication skills. Candidates must be able to analyze issues and translate their software knowledge into actionable directions partners can follow.

Essential Duties and Responsibilities:

• Interact with partners and end users to provide support via phone, email and chat and answer user inquiries regarding the system
• Document partner interaction, troubleshooting, and results in a clear and concise manner
• Engages in the application of system analysis of hardware or software for best practices per technical documentation, and provides solutions based on diagnosis of the problem
• Analyze, test, and modify partner and end user customer’s computer systems based upon their unique design specifications and/or computing environment
• Identify and escalate trending issues and potential software defects to Leadership and Development
• Meet posted metrics for performance
• Contribute to Knowledgebase methodology, Knowledge Centered Services (KCS) by creating articles, coaching colleagues and/or reviewing existing articles for accuracy

Knowledge, Skills, and/or Abilities Required:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to successfully follow defined processes and procedures
• Ability to draw conclusions from a set of information, and discriminate between useful and less useful details to solve problems or make decisions
• Strong customer service skills with the drive to provide the best partner experience with each interaction
• Organized, detail oriented, and self-motivated
• Ability to effectively communicate through phone, chat, and email is required
• Server level technical skills: server builds and administration, setup and support, virtual environment administration
• Ability to work on multiple issues simultaneously in a fast-paced environment

Educational/Vocational/Previous Experience Recommendations:

• 2+ years of relevant experience, particularly in an MSP environment, ConnectWise Automate preferred
• Experience Command Line, Powershell and VB Script is preferred
• Experience with web servers is preferred
• Experience with SQLite, MySQL, and\or .NET is preferred
• MySQL
• Linux/ Mac
• Server+ Certification
• CompTIA Network+ Certification

Working Conditions:

• Professional office environment
• Remote Work Option
• Must be willing to work a flexible schedule. Including but not limited to weekends, overnight and occasional holidays.
• Limited 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 [email protected] or 1-800-671-6898.