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.

• Serve as the first point of contact via phone, chat, email, and ticketing system • Create, categorize, prioritize, and update tickets; document resolution steps and user impact • Meet or exceed SLAs for response, resolution, and customer satisfaction • Assist with Exchange Online (mailbox access, Outlook profile issues, mail flow basics) • Support Teams (sign-in, meetings, calling/voice basics, device/peripheral issues) • Support SharePoint Online/OneDrive (sync issues, permissions basics, access requests) • Help with Microsoft 365 Apps (installation, activation, updates, and basic troubleshooting) • Perform user onboarding/offboarding tasks (e.g., license assignment, group membership) • Support password resets and MFA-related issues; follow access control procedures • Understand basic Entra ID (Azure AD) concepts (users, groups, conditional access awareness)

• Provides expert-level support for Commercial and Industrial Water Treatment systems • Resolves complex technical issues • Guides customers, partners, and service contractors through troubleshooting, installations, and warranty inquiries • Offers timely solutions and interprets technical documentation • Coordinates service needs • Documents and manages service functions using Sales Force Systems • Reviews wiring diagrams, schematics, CAD drawings • Communicates effectively at different levels of the organization

• Respond to incoming client inquiries via telephone, chat, and email • Research and resolve client issues and requests • Explain complex issues in appealingly simple terms • Manage case backlog and meet commitments to clients • Escalate tickets properly • Represent client needs and concerns when interacting with various OP departments • Stay current on all software releases, enhancements, and reported issues • Utilize critical thinking, root cause analysis, and problem solving skills to address client issues in the most efficient way possible