ConnectWise is an industry and Global leading software company with over 3,000 colleagues in North America, EMEA and APAC. As a community-driven software company dedicated to the success of technology solution providers, our suite helps over 45,000 of our partners manage their businesses better, sell more efficiently, automate service delivery, and remotely control technology so they can consistently deliver amazing customer experiences.
Our company is powered by our connections, our colleagues, and our community. And, we accept all kinds.
Game-changers, innovators, culture-lovers—and humankind.
We invite discovery and debate. We recognize key moments as milestones.
We see you and value you for your unique contributions. Our inclusive, positive culture lays the foundation to ensure every colleague is valued for their perspectives and skills, giving you the choice of how YOU make a difference.
Curious? Read this opportunity to learn how YOU can make a difference at ConnectWise!
General Summary:
The Customer Experience Operations Intern provides support for the Customer Operations team. This role is responsible for supporting the development and implementation of customer experience initiatives cross functionally. This role works in partnership with cross-functional teams to aid in process improvement, change management, and service delivery execution.
Essential Duties and Responsibilities:
• Provides support to the Customer Operations team, with a high attention to detail
• Assists in the development and implementation of customer experience initiatives
• Supports the optimization of tools for case management and service delivery
• Works with cross-functionally in the development of process improvement plans
• Supports the development of performance management metrics to ensure optimum service delivery
• Completes an internship-length project focused on a service delivery solution or best practice
Knowledge, Skills, and/or Abilities Required:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Ability to perform routine situations and procedures with limited supervision
• Excellent customer service skills
• Strong team player with ability to build positive and collaborative relationships within the ConnectWise organization
• Demonstrated understanding of process improvement and change management methodologies
• Conceptual knowledge of organizational culture and communication
• Willingness and ability to work as part of a global team
• Excellent written and verbal communication skills
• Strong analytical and problem-solving skills
Educational/Vocational/Previous Experience Recommendations:
• Requires limited knowledge of operations procedures and tools
• Pursuit of a bachelor’s degree in Organizational Development, Business Management, Business Information Systems, or related field
Working Conditions:
• Hybrid in Cranberry, PA
• 0-10% travel may be required
ConnectWise is an Equal Opportunity Employer, dedicated to building a diverse and inclusive workforce and providing a workplace free from discrimination and harassment. ConnectWise provides equal employment opportunities to all employees and applicants without regard to race, ethnicity, color, religion, age, sex (including pregnancy), sexual orientation, gender, gender identity or expression, ancestry, national origin, citizenship status, physical or mental disability, genetic information, military/veteran status, marital status, familial or parental status, or any other characteristic or status protected by applicable federal, state and local laws.
The statements above are intended to describe the general nature and level of work being performed by individuals assigned to this job. Other duties may be assigned as needed. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job and/or to receive other benefits and privileges of employment. If you need a reasonable accommodation for any part of the application and hiring process, please contact us at [email protected] or 1-800-671-6898.
What We Do
Born out of a single software solution designed to help MSPs gain control of their help desk and billing, ConnectWise has grown into a robust platform of software built for technology solutions providers (TSPs) to run their entire as-a-service business. With products aiding in business management, remote monitoring and management, remote control and access, quote and proposal automation, and cybersecurity risk assessments, integrations with hundreds of key vendors, plus the largest and most engaged community in the industry, ConnectWise has built a platform for The IT Nation.
