Software Support Specialist II

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Support ConnectWise partners by diagnosing and resolving product-related issues and inquiries.

• Conduct research, analysis, and document findings accordingly.

• Offer partner assistance through email, phone, chat, case management, and remote sessions.

• Maintain up-to-date knowledge bases for products and services.

• Discuss the operational challenges faced by partners and analyze business data to uncover opportunities for optimizing business strategies.

• Provide mentorship and conduct regular review sessions for junior team members.

• Identify and escalate emerging issues and potential software defects to leadership and development teams.

• Serve as an escalation point for complex issues that arise.

• Contribute written content to both internal and external knowledge bases.

• Bring urgent situations to the attention of the appropriate teams.

• Document interactions with partners, including troubleshooting steps, results, and customer feedback for Engineering purposes.

• Manage a queue of support cases to ensure timely resolution.

• Apply best practices from technical documentation to deliver diagnosis-based solutions.

• Communicate new features and improvements from releases to partners.

⛳️ Requirements

• Capability to work independently on projects and processes with general supervision.

• Practical knowledge relevant to the work area.

• Ability to adapt to new technologies/processes based on partner needs.

• Strong skills in customer service.

• Genuine desire to assist partners and colleagues.

• Excellent written and verbal communication abilities.

• Strong interpersonal skills and readiness to collaborate with multiple cross-functional teams.

• Highly organized with a keen attention to detail.

• Bachelor’s degree in a related field or equivalent business experience.

• Over 2 years of relevant experience is required.

• Preferred: Basic understanding of IT, Professional Services, Customer Relationship Management (CRM), and Enterprise Resource Planning (ERP) sectors.

• Preferred: At least 1 year of experience in a technical service-oriented role.

• Preferred: At least 1 year of experience troubleshooting Windows and Linux servers.

🏝️ Benefits

• Equal employment opportunities and a work environment free from discrimination and harassment.

• Reasonable accommodations for qualified individuals with disabilities.

• Additional benefits and privileges of employment may be accessible with reasonable accommodation.