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Software Support Specialist II
ConnectWiseSoftware Support Specialist assisting ConnectWise partners with product issues and ensuring high quality support. Working with cross-functional teams to troubleshoot, resolve, and document technical queries.
Tech Stack
Tools & technologiesLinux
About the role
Key responsibilities & impact- Provides support to partners with a high attention to detail
- Researches, analyzes, and documents findings
- May influence others within the Services & Support team through the explanation of facts, policies, and practices
- Interacts with partners to provide support via email, phone, chat, cases, and remote sessions
- Maintains a knowledge base of our products and services and provides high quality support to partners during each interaction
- Discusses partners’ operational challenges and evaluates business data to identify areas of opportunity to help partners optimize their business strategies
- Provides guidance and performs regular queue review for junior team members
- Identifies and escalates trending issues and potential software defects to leadership and development
- Acts as an escalation point for complex issues
- Contributes to written articles for internal and external knowledge base
- Identifies and escalates situations requiring urgent attention to appropriate teams
- Documents partner interactions, troubleshooting, and results in a clear and concise manner and accurately reports customer feedback to Engineering
- Manages a queue of resolving support cases
- Engages in the application of best practices per technical documentation and provides solutions based on diagnosis of the problem
- Communicates new release features and improvements to our partners that better their experience
Requirements
What you’ll need- 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
Comp & perks- Onsite/Hybrid/Remote depending on location
- 0-10% travel may be required
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
ResearchAnalysisDocumentationTroubleshootingQueue ManagementProblem DiagnosisTechnical SupportData EvaluationKnowledge Base ContributionEscalation Management
Soft Skills
Attention to DetailCommunicationInfluencing OthersGuidanceCollaboration