Channel Exchange: Technical Support Specialist I

ScanSource • Wade Hampton, SC

12d • $60,000 - $70,000

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 occasionally 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 proactive positioning of products and solutions to channel partners when opportunities arise.

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.
• Comfort working independently and as part of a team.
• Ability to handle and prioritize a high caseload.
• 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 help the sales team create quotes and estimates.
• Understanding of how to use Entra Connect to create a hybrid cloud environment.
• Ability to turn complex information into concise, bite-sized explanations for less technical customers.

Responsibilities

• Provide post-sale and occasional 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 cases to third-party vendors when they cannot be resolved in-house, and coordinate their resolution.
• Own support tickets from intake through resolution using a cradle-to-grave ticketing approach.
• Deliver world-class customer engagement.
• Manage cases according to defined processes and work with end users and customer IT support staff to resolve issues promptly.
• Educate team members, partners, and customers on troubleshooting similar issues.
• Work with the wider business to deliver its goals and objectives, including providing technical support to Sales and Marketing.
• Acquire and maintain certifications, including Microsoft certifications.
• Proactively position products and solutions to channel partners when opportunities arise.

Benefits

• Medical coverage
• Dental coverage
• Vision coverage
• Life insurance
• 401(k) plan with matching provision
• 128 hours of paid time off each calendar year, prorated from date of hire, outside California
• In California, accrued paid time off equivalent to 128 hours annually
• 8 paid company holidays

What This Job Offers

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