Channel Exchange: Technical Support Specialist I

ScanSource • Greenville, SC

12d

About The Position

Channel Exchange, a ScanSource, Inc. company, is a cloud-only distributor providing SaaS solutions, training, PSA integrations, and support. Reporting to the Technical Operations Manager, the Technical Support Specialist I provides primarily post-sale and sometimes pre-sale consultative support, assists the sales team with go-to-market strategies, and delivers first-tier break-fix support across cloud services from vendors including Microsoft, Acronis, and Bitdefender. The role calls for a passion for technology and proactively positioning products and solutions to channel partners when opportunities arise.

The specialist owns support cases from intake through resolution, works with partners, customers, end users, customer IT support staff, and third-party vendors, and provides customer engagement and case management in line with defined processes. The role also supports Sales and Marketing in a technical capacity, educates team members and customers on troubleshooting, and acquires and maintains relevant certifications.

Requirements

• At least 1 year of experience working in an IT help desk or similar environment.
• Experience providing technical support for Microsoft 365 products, including Teams, Exchange Online, SharePoint, OneDrive, and Power BI.
• Familiarity with setting up identity services such as Active Directory and Entra ID.
• Ability to work independently and as part of a team.
• Ability to handle and prioritize a high case load.
• Ability to maintain a positive attitude during adversity.
• Desire to learn new technologies independently or through certifications.

Nice To Haves

• Bachelor’s degree in Computer Science or IT.
• Knowledge of Microsoft 365 and Azure products to assist the sales team with quotes and estimates.
• Understanding of how to use Entra Connect to create a hybrid cloud environment.
• Ability to translate complex information into concise, accessible explanations for less technical customers.

Responsibilities

• Provide post-sale and, at times, pre-sale support to partners and customers.
• Provide first-tier support to Channel Exchange partners and customers.
• Liaise with third-party vendors, including Microsoft, about technical cases and upcoming product changes.
• Escalate and resolve cases with third-party vendors when issues cannot be resolved in-house.
• Own support tickets from intake through resolution using a cradle-to-grave approach.
• Deliver high-quality customer engagement and manage cases in accordance with defined processes.
• Work with end users and customers’ IT support staff to resolve issues in a timely manner.
• Educate team members, partners, and customers on troubleshooting similar issues.
• Support business goals and objectives, including assisting Sales and Marketing in a technical capacity.
• Acquire and maintain certifications, including Microsoft qualifications.
• Assist the sales team with go-to-market strategies and proactively position products and solutions to channel partners.

Benefits

• Medical, dental, and vision coverage.
• Life insurance.
• 401(k) plan with matching provision.
• 128 hours of paid time off per calendar year, prorated for date of hire, outside California.
• California employees accrue paid time off each pay period, totaling 128 hours per year.
• Eight paid company holidays.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed