Channel Exchange: Technical Support Specialist I

Channel Exchange, a ScanSource, Inc. company, is a leading cloud-only distributor, helping ambitious IT businesses succeed through providing premier SaaS solutions, top-class training, simplified PSA integrations and unrivalled support. 

Reporting to Channel Exchange’s Technical Operations Manager, The Technical Services Support Specialist I will predominantly be responsible for providing post and at times pre-sale consultative support as well as assisting the sales team on go-to-market strategies. The secondary focus of the role will require an individual capable of providing 1^st tier break-fix support across a breadth of cloud services from vendors, including, but not limited to, Microsoft, Acronis, and Bitdefender.

This role requires the candidate to demonstrate a passion for technology and to proactively position products and solutions to the channel when presented the opportunity.

• Provide post and at times pre-sale support to partners and customers
• Provide 1st tier support to partners and customers of Channel Exchange. 
• Liaise with 3rd party vendors, including but not limited to Microsoft and others, regarding technical cases and upcoming product changes
• Liaise with 3rd party vendors to escalate and resolve cases that cannot be resolved in-house
• The management and ownership of a support ticket through to resolution – this is a cradle-to-grave ticketing approach. 
• Provide world-class customer engagement. 
• Effective case management in line with defined processes. Liaising with end users and customer’s IT Support Staff to resolve issues within a timely manner.
• Educate team members, partners and customers on how to troubleshoot similar issues as they arise. 
• Work with the wider business in delivering business goals and objectives including but not limited to supporting both Sales and Marketing within a technical capacity  
• Acquire and maintain certifications including but not limited to Microsoft

Required:

• At least 1 years' experience working within an IT Help Desk or similar environment.
• Experience in providing technical support for M365 products including but not limited to Teams, Exchange Online, SharePoint, OneDrive, and Power BI
• Familiar with setting up different identity services like Active Directory and Entra ID
• Comfortable working independently and part of a team
• Ability to handle and prioritize a high case load
• Maintains a positive attitude during adversity
• Shows a desire to learn new technologies either on their own or through certifications

Preferred:

• Bachelor’s Degree in Computer Science or IT
• Knowledge of M365 and Azure products to assist the sales team on creating quotes and estimates
• Understanding of how to use Entra Connect to create a hybrid cloud environment
• Ability to transform complex information into succinct bite- sized chunks for less technical customers.