Software Support Specialist II

About the role

The Software Support Specialist II assists ConnectWise partners in diagnosing and resolving product issues or questions. This role collaborates with cross-functional teams to troubleshoot, resolve, and document issues, ensuring partners have a positive experience with ConnectWise products.

Responsibilities

• Provides support to partners with a high attention to detail
• Researches, analyzes, and documents findings
• Maintains a knowledge base of products and services
• Interacts with partners via email, phone, chat, cases, and remote sessions
• Engages in the application of best practices and provides solutions based on diagnosis of problems
• Communicates new release features and improvements to partners
• Identifies and escalates trending issues and potential software defects to leadership and development
• Manages a queue of resolving support cases
• Contributes to written articles for internal and external knowledge base
• Documents partner interactions, troubleshooting, and results in a clear and concise manner

Requirements

• Ability to work independently on projects and processes with general supervision
• Practical knowledge of applicable work area
• Strong customer service skills
• Strong desire to help partners and peers
• Excellent written and verbal communication skills
• Strong interpersonal skills and willingness to work alongside multiple cross-functional teams
• Organized and strong attention to detail
• Preferred: Basic understanding of IT, Professional Services, Customer Relationship Management (CRM), and Enterprise Resource Planning (ERP) markets

Qualifications

• Bachelor’s degree in related field or equivalent business experience
• 2+ years of relevant experience
• Preferred: 1+ years of experience working in a technical service-oriented position
• Preferred: 1+ years troubleshooting Windows and Linux servers

Benefits

ConnectWise is an Equal Opportunity Employer, committed to building a diverse and inclusive workforce and providing a workplace free from discrimination and harassment.

Pay

N/A

Schedule

Onsite/Hybrid/Remote depending on location