Software Support Lead

Summary

Join ConnectWise as a Software Support Lead and provide continuous product support to partners, focusing on utilizing our product solutions to automate and streamline their business processes. Partner with Services & Support teams to ensure quality day-to-day operations by facilitating escalations and providing high-level product support. This role requires strong customer service and communication skills, problem-solving abilities, and the ability to manage multiple priorities. A Bachelor’s degree or equivalent experience and 5+ years of relevant experience are required. The position offers a hybrid or remote work option depending on location. ConnectWise is an Equal Opportunity Employer dedicated to building a diverse and inclusive workforce.

Requirements

• Ability to manage large projects and processes independently with limited supervision
• Recognized subject matter expert of applicable work area
• Ability to situationally adapt and understand new technology/processes as per business and partner requirements
• Ability to work on multiple priorities and projects simultaneously
• Strong customer service and communication skills, both written and verbal
• Ability to problem-solve and meet reasonable deadlines
• Ability to build strong positive relationships with partners and colleagues
• Bachelor’s degree in related field or equivalent business experience
• 5+ years of relevant experience

Responsibilities

• Provides support to cross-functional teams, with a high attention to detail
• Researches, analyzes, and documents findings
• May coach, review, and/or delegate work to other team members
• Assists partners with their questions about any of our supported software solutions in a professional and courteous manner
• Researches partner questions, utilizing manuals, resources, and consulting with colleagues as needed
• Identifies and escalates situations requiring urgent attention
• Documents, tracks, routes, and monitors problems and requests from partners
• Maintains detailed logs of all Help Desk interactions and documents resolutions
• Identifies and communicates trends, KPIs, or common issues impacting the team
• Acts as point of contact for team members providing support, assistance, or feedback
• Stays up to date on new procedures, solutions, and technologies
• Assists with escalated tickets to ensure timely, high quality product support

Preferred Qualifications

• Knowledge of IT, Professional Services, CRM, or ERP markets
• MBA or master's degree in related field

Benefits

Onsite/Hybrid/Remote depending on location