Software Support Specialist II

As a Software Support Specialist II at ConnectWise, your role involves assisting ConnectWise partners in diagnosing and resolving product issues or questions. You will work closely with cross-functional teams to troubleshoot, resolve, and document issues, ensuring partners have a positive experience with ConnectWise products. Your key responsibilities include: - Providing support to partners with close attention to detail - Researching, analyzing, and documenting findings - Interacting with partners via email, phone, chat, cases, and remote sessions - Maintaining a knowledge base of products and services and delivering high-quality support - Evaluating business data to help partners optimize their business strategies - Managing a queue of support cases and escalating issues when needed - Contributing to knowledge base articles and communicating new release features to partners You should possess the following qualifications and skills: - Ability to work independently with general supervision - Practical knowledge of the applicable work area - Strong customer service skills and desire to help partners - Excellent written and verbal communication skills - Strong interpersonal skills and ability to work with cross-functional teams - Organized with attention to detail - Bachelors degree in a related field or equivalent experience - 2+ years of relevant experience, preferably in a technical service-oriented position - Basic understanding of IT, CRM, and ERP markets is preferred - Ability to adapt to new technology and processes as per partner requirements Working Conditions: - Onsite/Hybrid/Remote depending on location - 0-10% travel may be required ConnectWise is an Equal Opportunity Employer that values diversity and inclusivity. They offer equal employment opportunities without regard to various characteristics or statuses protected by law. If you require a reasonable accommodation during the application process, you can contact them at talentacquisition@connectwise.com or 1-800-671-6898. As a Software Support Specialist II at ConnectWise, your role involves assisting ConnectWise partners in diagnosing and resolving product issues or questions. You will work closely with cross-functional teams to troubleshoot, resolve, and document issues, ensuring partners have a positive experience with ConnectWise products. Your key responsibilities include: - Providing support to partners with close attention to detail - Researching, analyzing, and documenting findings - Interacting with partners via email, phone, chat, cases, and remote sessions - Maintaining a knowledge base of products and services and delivering high-quality support - Evaluating business data to help partners optimize their business strategies - Managing a queue of support cases and escalating issues when needed - Contributing to knowledge base articles and communicating new release features to partners You should possess the following qualifications and skills: - Ability to work independently with general supervision - Practical knowledge of the applicable work area - Strong customer service skills and desire to help partners - Excellent written and verbal communication skills - Strong interpersonal skills and ability to work with cross-functional teams - Organized with attention to detail - Bachelors degree in a related field or equivalent experience - 2+ years of relevant experience, preferably in a technical service-oriented position - Basic understanding of IT, CRM, and ERP markets is preferred - Ability to adapt to new technology and processes as per partner requirements Working Conditions: - Onsite/Hybrid/Remote depending on location - 0-10% travel may be required ConnectWise is an Equal Opportunity Employer that values diversity and inclusivity. They offer equal employment opportunities without regard to various characteristics or statuses protected by law. If you require a reasonable accommodation during the application process, you can contact them at talentacquisition@connectwise.com or 1-800-671-6898.