Software Support Specialist

General Summary:

The Software Support Specialist I 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 and Responsibilities:

• Provides support to partners with a high attention to detail. 
• Researches, analyzes, and documents findings. 
• Interacts with partners to provide support via email, phone, chat, cases, and remote sessions. 
• Provides guidance and performs regular queue review for junior team members. 
• 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 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.

Educational/Vocational/Previous Experience Recommendations:

• 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 servers.

Working Conditions:

• Onsite/Hybrid/Remote depending on location. 
• 0-10% travel may be required.