Software Support Specialist II

The Software Support Specialist II is responsible for assisting ConnectWise partners in diagnosing and resolving a partner’s product issues or questions. This role works in partnership with cross-functional teams to troubleshoot, resolve, and document issues, getting partners back on track to having a positive experience with ConnectWise products.

Essential Duties & Responsibilities:

• 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

Knowledge, Skills, and/or Abilities Required:

• Ability to work independently on projects and processes with general supervision
• Practical 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

Non-Negotiable Skills:

• Hands-on experience with SentinelOne, Bitdefender, and Remote Monitoring & Management (RMM) tools is required.
• Troubleshooting in Windows workstation and server environments
• Ability to multitask and change focus at a moment’s notice
• Must be proactive, self-motivated and attentive to detail

Educational/Vocational/Previous Experience Recommendations:

• 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