US
Univar SolutionsKey Account Support Specialist
Key Account Support Specialist fulfilling sales responsibilities and customer support for Univar Solutions. Collaborating with internal teams to ensure smooth pricing and order processes.
About the role
- The Software Support Specialist I is responsible for assisting ConnectWise partners in diagnosing and resolving a partner’s product issues or questions.
- Troubleshoot, resolve, and document issues, getting partners back on track to having a positive experience with ConnectWise products.
- Research, analyze, and document findings.
- Interact with partners to provide support via email, phone, chat, cases, and remote sessions.
- Provide guidance and perform regular queue review for junior team members.
- Act as an escalation point for complex issues and identify and escalate situations requiring urgent attention to appropriate teams.
- Contribute to written articles for internal and external knowledge base.
- Document partner interactions, troubleshooting, and results and accurately report customer feedback to Engineering.
- Manage a queue of resolving support cases and engage in the application of best practices per technical documentation.
- Communicate new release features and improvements to our partners.
Requirements
- Bachelor’s degree in related field or equivalent business experience
- 1+ years of relevant experience
- Preferred: 1+ years of experience working in a technical service-oriented position
- Preferred: 1+ years troubleshooting Windows and Linux server
- 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
- Excellent written and verbal communication skills
- Strong interpersonal skills and willingness to work alongside multiple cross-functional teams
- Organized and strong attention to detail
- Preferred: Basic understanding of IT, Professional Services, Customer Relationship Management (CRM), and Enterprise Resource Planning (ERP) markets
Benefits
- Onsite/Hybrid/Remote depending on location.
- 0-10% travel may be required.
- Our inclusive, positive culture lays the foundation to ensure every colleague is valued for their perspectives and skills.
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.
- ConnectWise is an Equal Opportunity Employer, providing a workplace free from discrimination and harassment.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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