The Software Support Specialist II assists ConnectWise partners in diagnosing and resolving product issues, troubleshooting, resolving, and documenting issues to ensure partners have a positive experience with ConnectWise products.
Responsibilities
Provide support to partners with attention to detail
Research, analyze, and document findings
Interact with partners via email, phone, chat, cases, and remote sessions
Maintain product and service knowledge base
Discuss partners’ operational challenges and identify areas of opportunity
Provide guidance and perform queue review for junior team members
Identify and escalate trending issues and potential software defects
Act as an escalation point for complex issues
Contribute to written articles for knowledge base
Identify and escalate situations requiring urgent attention
Document partner interactions, troubleshooting, and results
Manage a queue of resolving support cases
Engage in best practices and provide solutions based on diagnosis
Communicate new release features and improvements
Requirements
Ability to work independently with general supervision
Practical knowledge of applicable work area
Ability to adapt to new technology/processes
Strong customer service skills
Strong desire to help partners and peers
Excellent written and verbal communication skills
Strong interpersonal skills
Organized and strong attention to detail
Preferred: Basic understanding of IT, Professional Services, CRM, and ERP markets
Bachelor’s degree or equivalent business experience
Experience on QuickBooks
2+ years of relevant experience
Preferred: 1+ years of experience in a technical service-oriented position
Preferred: 1+ years troubleshooting Windows and Linux servers