Customer Support

• The Software Support Specialist I is responsible for assisting ConnectWise partners in diagnosing and resolving a partner’s product issues or questions.
• Troubleshoot, resolve, and document issues, getting partners back on track to having a positive experience with ConnectWise products.
• Research, analyze, and document findings.
• Interact with partners to provide support via email, phone, chat, cases, and remote sessions.
• Provide guidance and perform regular queue review for junior team members.
• Act as an escalation point for complex issues and identify and escalate situations requiring urgent attention to appropriate teams.
• Contribute to written articles for internal and external knowledge base.
• Document partner interactions, troubleshooting, and results and accurately report customer feedback to Engineering.
• Manage a queue of resolving support cases and engage in the application of best practices per technical documentation.
• Communicate new release features and improvements to our partners.

Software Support Specialist I

Advanced Application Support Specialist

Customer Experience Account Delivery Manager

Healthcare Customer Service Representative

Retail Loss Prevention Associate II

Financial Support Specialist