Software Support Specialist I

As a Software Support Specialist I at ConnectWise, your main responsibility is to assist 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 that partners have a positive experience with ConnectWise products. Your attention to detail and ability to provide excellent support will be key in this role. Key Responsibilities: - Provide support to partners with a high attention to detail - Research, analyze, and document findings related to partner issues - Interact with partners via email, phone, chat, cases, and remote sessions - Guide and review work of junior team members - Act as an escalation point for complex issues - Contribute to written articles for internal and external knowledge base - Identify and escalate urgent situations to appropriate teams - Document partner interactions and troubleshooting in a clear and concise manner - Manage a queue of resolving support cases - Apply best practices per technical documentation to provide solutions - Communicate new release features and improvements to partners Qualifications Required: - Ability to work independently with supervision - Broad theoretical knowledge of relevant work area - Strong customer service skills - Desire to help partners and peers - Excellent written and verbal communication skills - Strong interpersonal skills to work with cross-functional teams - Organized with strong attention to detail - Preferred: Basic understanding of IT, CRM, and ERP markets - Bachelors degree in related field or equivalent experience - 1+ years of relevant experience - Preferred: 1+ years of technical service-oriented experience - Preferred: 1+ years of troubleshooting Windows servers ConnectWise fosters an inclusive and diverse workplace, providing equal employment opportunities to all employees and applicants without discrimination. If you need accommodations during the application process, please contact us at the provided contact information. As a Software Support Specialist I at ConnectWise, your main responsibility is to assist 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 that partners have a positive experience with ConnectWise products. Your attention to detail and ability to provide excellent support will be key in this role. Key Responsibilities: - Provide support to partners with a high attention to detail - Research, analyze, and document findings related to partner issues - Interact with partners via email, phone, chat, cases, and remote sessions - Guide and review work of junior team members - Act as an escalation point for complex issues - Contribute to written articles for internal and external knowledge base - Identify and escalate urgent situations to appropriate teams - Document partner interactions and troubleshooting in a clear and concise manner - Manage a queue of resolving support cases - Apply best practices per technical documentation to provide solutions - Communicate new release features and improvements to partners Qualifications Required: - Ability to work independently with supervision - Broad theoretical knowledge of relevant work area - Strong customer service skills - Desire to help partners and peers - Excellent written and verbal communication skills - Strong interpersonal skills to work with cross-functional teams - Organized with strong attention to detail - Preferred: Basic understanding of IT, CRM, and ERP markets - Bachelors degree in related field or equivalent experience - 1+ years of relevant experience - Preferred: 1+ years of technical service-oriented experience - Preferred: 1+ years of troubleshooting Windows servers ConnectWise fosters an inclusive and diverse workplace, providing equal employment opportunities to all employees and applicants without discrimination. If you need accommodations during the application process, please contact us at the provided contact information.