Job Description: Customer Support
Role: Customer Support
Location: Mumbai Metropolitan Region (Remote/Full-time)
About ConnectWise
ConnectWise is a global leader in software solutions with a strong presence in North America, EMEA, and APAC, serving over 45,000 technology solution providers. Our mission is to empower technology partners by providing tools to manage their businesses efficiently, automate service delivery, and deliver outstanding customer experiences. We foster a diverse, inclusive culture that values every individual’s unique contributions and perspectives.
Position Overview
The Customer Support I role involves providing exceptional support to ConnectWise partners by resolving queries related to the company’s products and ensuring seamless user experiences. This position requires strong communication skills, attention to detail, and a collaborative mindset to work effectively with cross-functional teams.
Key Responsibilities for Customer Support
- Customer Support Assistance:
- Respond to customer queries related to ConnectWise products via email, phone, or chat.
- Ensure accurate, valid, and complete information is provided by using appropriate tools and resources.
- Troubleshooting:
- Research and resolve technical issues encountered by partners.
- Escalate complex issues to higher support tiers when necessary.
- Communication:
- Communicate product updates, fixes, and best practices to partners.
- Act as a liaison between customers and internal teams to ensure smooth resolution of concerns.
- Documentation:
- Maintain detailed records of customer interactions and resolutions in the system.
- Contribute to the creation and updating of knowledge base articles for common issues.
- Collaboration:
- Partner with cross-functional teams to improve product functionality and service delivery.
- Share feedback and suggestions from customers to drive continuous improvement.
- Customer Relationship Management:
- Build and maintain positive relationships with customers by understanding their needs and ensuring satisfaction.
- Offer proactive solutions and follow-up support to enhance customer retention.
Customer Support Required Skills and Abilities
- Excellent verbal and written communication skills.
- Strong customer service and interpersonal skills.
- Ability to multitask and manage time effectively in a fast-paced environment.
- Problem-solving and analytical thinking to address technical issues.
- Proficiency in Microsoft Office Suite.
- Ability to work independently with moderate supervision.
Preferred Qualifications
- Education: Bachelor’s degree in a relevant field (preferred but not mandatory).
- Experience:
- At least 1+ year of experience in a customer support role.
- Exposure to US/UK calling processes.
- Technical Skills: Basic knowledge of troubleshooting and using support tools.
Working Conditions
- Work Mode: Remote/Hybrid/Onsite depending on location.
- Shift Schedule: Rotational shifts, including night shifts for US/UK time zones.
- Travel: Minimal travel (0-10%).
About Our Culture
ConnectWise values a diverse and inclusive workforce where everyone’s contributions matter. We celebrate innovation, collaboration, and a customer-first approach. We encourage curiosity, debate, and teamwork to achieve milestones and make a meaningful impact.
We are an Equal Opportunity Employer committed to providing a workplace free from discrimination and harassment. If you require reasonable accommodations during the application and hiring process, please contact us.
10 Interview Questions and Sample Answers for Customer Support
1. Why do you want to work at ConnectWise?
Sample Answer: “I am impressed by ConnectWise’s commitment to empowering technology solution providers and fostering a culture of innovation and inclusivity. I’m excited about the opportunity to contribute to a company that prioritizes customer satisfaction and community-driven success. My skills in customer service and problem-solving align with ConnectWise’s goals, and I’m eager to be a part of this dynamic team.”
2. Can you describe a time when you resolved a difficult customer issue?
Sample Answer: “In my previous role, a customer was frustrated due to a billing discrepancy. I listened patiently to their concerns, investigated the issue thoroughly, and identified an error in the billing system. I collaborated with the finance team to resolve it promptly and communicated updates to the customer. My proactive approach turned a negative experience into a positive one, and the customer appreciated the effort.”
3. How do you handle multiple tasks under tight deadlines?
Sample Answer: “I prioritize tasks by assessing their urgency and impact. I use tools like task lists and calendars to organize my work and ensure deadlines are met. For example, in my previous job, I successfully managed a high volume of customer inquiries while preparing reports for management by staying organized and focused.”
4. What would you do if you didn’t know the answer to a customer’s question?
Sample Answer: “If I didn’t know the answer, I would reassure the customer that I’ll find a solution. I’d research the issue using available resources and collaborate with colleagues or supervisors if needed. I’d ensure the customer receives a timely and accurate response.”
5. How do you ensure customer satisfaction during a challenging situation?
Sample Answer: “I focus on active listening, empathy, and clear communication. For example, when a customer was upset about a delayed service, I apologized sincerely, provided regular updates, and offered a discount as a goodwill gesture. The customer appreciated the transparency and my efforts to make things right.”
6. Can you describe your experience with handling US/UK-based customers?
Sample Answer: “I have experience working with international customers, including those from the US and UK. I understand the importance of cultural sensitivity, clear communication, and adapting to different time zones. For example, I once resolved a technical issue for a UK customer by staying late to accommodate their schedule and ensuring a smooth resolution.”
7. What tools or software are you familiar with for customer support?
Sample Answer: “I am proficient in using CRM tools like Salesforce and Zendesk, as well as communication platforms like Microsoft Teams and Slack. I’ve also used ticketing systems to track and manage customer inquiries efficiently.”
8. How do you handle feedback or criticism from customers or colleagues?
Sample Answer: “I view feedback as an opportunity for growth. If a customer or colleague provides constructive criticism, I listen carefully, acknowledge their concerns, and work on improving. For example, after receiving feedback about response time, I implemented a system to prioritize urgent queries, which improved customer satisfaction.”
9. What strategies do you use to build rapport with customers?
Sample Answer: “I build rapport by being friendly, empathetic, and professional. I ensure that customers feel heard and valued by actively listening and addressing their concerns. Personalizing interactions, such as remembering a customer’s preferences, also helps strengthen relationships.”
10. How do you stay updated on the products and services you support?
Sample Answer: “I regularly participate in training sessions, read product updates, and collaborate with colleagues to stay informed. I also use the company’s knowledge base and forums to deepen my understanding of the products. Staying updated ensures I can provide accurate and efficient support.”
