Software Support Specialist I

Summary

The Technical Support Specialist I assists ConnectWise partners in diagnosing and resolving product issues or questions. They work with cross-functional teams to troubleshoot, resolve, and document issues, and contribute to written articles for internal and external knowledge bases. The role requires strong customer service skills, excellent communication skills, interpersonal skills, organization, attention to detail, and a desire to help partners.

Requirements

• Ability to work independently on projects and processes with close supervision
• Broad theoretical knowledge of applicable work area
• 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

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

Preferred Qualifications

• Basic understanding of IT, Professional Services, Customer Relationship Management (CRM), and Enterprise Resource Planning (ERP) markets
• 1+ years of experience working in a technical service-oriented position
• 1+ years troubleshooting Windows and Linux servers

Benefits

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