• Prioritize a quick response and consistent delivery on SLAs to ensure - and - exceed user satisfaction. • Maintain detailed system documentation, including interface specifications, data flow diagrams, and integration architecture. • Support and improve technical support workflows and documentation to set us up for scale and a proactive approach to support. Help to develop repeatable strategies and playbooks. • Improve integration methods by sharing client feedback and new technology trends. • Proactively monitor integration health to detect and resolve issues before they impact clients. • Manage and troubleshoot integration errors and downtime events. • Manage client communication on downtimes, integration defects and integration errors • Act as liaison between the Customer Operations and Engineering- escalating complex issues, building better workflows and identifying product improvements. • Triage and assign out incoming requests. • Efficiently troubleshoot and resolve all customer inquiries while upholding our customer centric values. Communicate with our users via ticketing system and phone. • Ensure compliance with industry regulations and data security best practices.

• Learn and maintain strong knowledge of Acre’s software products, partner integrations, and supported technologies • Provide technical support to customers via calls, tickets, and other channels in Spanish and English • Troubleshoot software, networking, and system-level issues with a strong focus on customer experience • Participate in continuous testing of software and integrations to support quality assurance efforts • Support customers as part of an after-hours on-call rotation, contributing to 24/7/365 support coverage • Maintain accurate documentation and records within support and ticketing systems • Continuously build technical and product expertise to improve issue resolution and customer outcomes

• Creating a World-Class Support Experience: Interacting with our client base on the day to day, you will have a direct impact on shaping their experience with Lumos. We want to ensure attention to detail, a friendly approach, and consistent care are present in each and every interaction. • Troubleshooting Complex Technical Errors: Lumos rolls out new product features often. With this level of innovation can also introduce unexpected behaviors. It’s essential that you stay on top of the product development, relay customer feedback through validating enablement materials, and are extremely clear in your handoffs to our engineers for further actioning as needed. • Proactively Developing Product Expertise: Similar to the above, partnering with our Product Managers is essential. If we don’t have the information we need to successfully support customers on a new feature rollout, seek to discover. By establishing these mutually beneficial relationships, you’ll become a product expert and the voice of the client in product development. • Reflecting On and Finding Solutions for Current Support Opportunities: Because we’re building this team from the ground up, your thoughts, opinions, and considerations are essential to our longterm success. Giving feedback and being creative in your problem solving are critical.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description - Provides support to partners with a high attention to detail - Researches, analyzes, and documents findings - 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 - Maintains a knowledge base of our products and services and provides high quality technical support to partners during each interaction - 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 Company Description 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 talentacquisition@connectwise.com or 1-800-671-6898.