About Company
ConnectWise is a leading provider of software for IT solution providers, managed service providers (MSPs), and technology teams. With a robust platform that includes business management, remote monitoring and management, professional services automation, and cybersecurity solutions, ConnectWise empowers IT businesses worldwide to streamline operations, enhance client service, and drive growth. Established with a vision to build a more connected IT ecosystem, ConnectWise champions innovation, partnership, and a strong community spirit. Our remote-first culture emphasizes trust, flexibility, and performance, ensuring our team members can thrive wherever they are. We are committed to fostering an inclusive environment where every voice is heard, and diverse perspectives contribute to our collective success. Join us in shaping the future of technology services!
Job Description
Are you a natural problem-solver with a passion for helping others succeed? Do you thrive in a fast-paced environment where your communication skills can make a real difference? ConnectWise is seeking a highly motivated and customer-centric Client Support Agent to join our dynamic remote team. In this pivotal role, you will be the first point of contact for our valued clients, primarily IT solution providers and managed service providers, assisting them with inquiries, resolving technical issues, and guiding them through our comprehensive suite of software solutions. This is more than just a support role; it’s an opportunity to build meaningful relationships, understand our clients’ operational challenges, and empower them to leverage ConnectWise products to their fullest potential. You will work from the comfort of your home, collaborating with a distributed team of experts, using cutting-edge tools and methodologies to deliver exceptional service. Your ability to troubleshoot, explain complex concepts clearly, and maintain a patient, professional demeanor will be key to your success. We are looking for someone who is not only technically adept but also possesses strong empathy and a genuine desire to deliver outstanding client experiences. If you’re ready to contribute to a company that’s at the forefront of the IT services industry, this remote opportunity is for you.
Key Responsibilities
- Provide first-line technical support and problem resolution for ConnectWise products via phone, email, and chat.
- Guide clients through product features, functionalities, and best practices.
- Diagnose and troubleshoot technical issues, escalating complex problems to higher-level support or engineering teams when necessary.
- Document all client interactions, issues, and resolutions accurately and thoroughly in our CRM system.
- Educate clients on self-service resources and knowledge base articles.
- Maintain a high level of client satisfaction through professional, courteous, and timely communication.
- Collaborate effectively with internal teams, including sales, professional services, and product development, to ensure seamless client experiences.
- Stay up-to-date with product updates, new features, and changes in the IT services industry.
- Participate in continuous training and professional development opportunities.
- Adhere to service level agreements (SLAs) and internal operational procedures.
Required Skills
- Excellent verbal and written communication skills with a strong client-centric approach.
- Proven ability to troubleshoot technical issues methodically and efficiently.
- Proficiency in using CRM software (e.g., Salesforce, HubSpot) and support ticketing systems.
- Strong organizational skills and attention to detail.
- Ability to work independently and manage time effectively in a remote work environment.
- Proficiency with standard office software (Microsoft Office Suite, Google Workspace).
- High-speed, reliable internet connection and a dedicated, quiet home office space.
- Demonstrated empathy and patience when interacting with clients.
- Ability to adapt quickly to new technologies and software platforms.
- Minimum 2 years of experience in a client support or technical support role, preferably in a SaaS or IT environment.
Preferred Qualifications
- Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field.
- Experience supporting IT Service Management (ITSM), Remote Monitoring and Management (RMM), or Professional Services Automation (PSA) software.
- Familiarity with network fundamentals, operating systems (Windows Server, Linux), and cloud environments.
- Prior experience working in a fully remote or hybrid work model.
- Certifications in relevant technologies (e.g., CompTIA A+, Network+).
- Multilingual abilities are a plus.
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive health, dental, and vision insurance plans.
- Generous paid time off (PTO) and company-paid holidays.
- 401(k) retirement plan with company matching.
- Flexible remote work environment.
- Opportunities for professional growth and career advancement.
- Ongoing training and development programs.
- Employee assistance program (EAP).
- Work-from-home stipend for internet and office supplies.
- Access to cutting-edge tools and technologies.
- Vibrant and inclusive company culture.
How to Apply
If you are excited about the opportunity to empower IT solution providers and contribute to a leading technology company, we encourage you to apply! Please click the application link below to submit your resume and cover letter directly through our careers portal. Ensure your application highlights your relevant experience and passion for client success.