Software Support Specialist II

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

📋 Description

• Offer assistance to ConnectWise partners while maintaining a strong focus on detail.

• Investigate, assess, and document findings thoroughly.

• Engage with partners through various channels including email, phone, chat, cases, and remote sessions.

• Keep a comprehensive knowledge base of products and services updated.

• Address partners' operational challenges and analyze business data to discover opportunities for enhancing business strategies.

• Provide support and conduct routine queue reviews for junior team members.

• Recognize and escalate emerging issues and potential software defects to management and development teams.

• Serve as an escalation point for complicated issues.

• Write and contribute articles to both internal and external knowledge repositories.

• Identify and escalate matters that require immediate attention.

• Document interactions with partners, troubleshooting steps, outcomes, and customer feedback for Engineering.

• Oversee a queue of support cases to ensure timely resolutions.

• Implement best practices from technical documentation to provide solutions based on thorough diagnostics.

• Inform partners about new features and improvements in releases.

⛳️ Requirements

• Capability to work autonomously on projects and processes with minimal supervision.

• Hands-on knowledge of the relevant work area.

• Ability to adapt to different situations and grasp new technologies/processes as per partner needs.

• Excellent customer service abilities.

• A strong motivation to assist both partners and colleagues.

• Outstanding written and verbal communication skills.

• Strong interpersonal abilities and a willingness to collaborate with various cross-functional teams.

• Highly organized with a keen attention to detail.

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

🏝️ Benefits

• Potential for 0-10% travel.

• Commitment to equal employment opportunities and a workplace devoid of discrimination and harassment.

• Reasonable accommodations may be available for qualified individuals with disabilities during the application and hiring processes, as well as to access employment benefits and privileges.