Senior Manager, Business Operations
Maxio
ERP
Software Support Specialist I
ConnectWise
full-time
Posted on:
Origin: • 🇺🇸 United States • Florida
Visit company websiteJob Level
Junior
Tech Stack
ERPLinux
About the role
- 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.
Requirements
- Bachelor’s degree in related field or equivalent business experience
- 1+ years of relevant experience
- Preferred: 1+ years of experience working in a technical service-oriented position
- Preferred: 1+ years troubleshooting Windows and Linux server
- Ability to work independently on projects and processes with close supervision
- Broad theoretical knowledge of applicable work area
- Ability to situationally adapt and understand new technology/processes as per partner requirement
- Strong customer service skills
- Strong desire to help our 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
