Channel Exchange: Technical Support Specialist I

Job Summary

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 1st 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.

Job Duties

• 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

Qualifications/Skills

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.

Compensation

Compensation Range

$60,000 - $70,000

Actual annual salary offered to a candidate will be based on a number of variables including work experience, education and skills/ achievements, and will be mutually agreed upon at the time of offer. This position is not eligible for a variable pay component as part of the hiring range.

While we’re committed to providing top-tier solutions, we’re just as committed to supporting our own team. Our employees enjoy a variety of comprehensive benefits, including medical/dental/vision coverage, life insurance, and a 401(k) plan with matching provision. Outside of CA, ScanSource grants 128 hours of paid time off (PTO) each calendar year (prorated for date of hire). In the state of CA, employees accrue a set number of hours each pay period equaling the same 128 hours of PTO. ScanSource also celebrates 8 paid company holidays.

ScanSource, Inc. is an Equal Opportunity Employer

EOE/M/F