Software Support Specialist I

Summary

Join ConnectWise as a Software Support Specialist I and assist our partners in resolving cybersecurity product issues. You will troubleshoot, fix, and document problems, working with cross-functional teams to ensure positive partner experiences. This role involves managing inbound support requests, interacting with partners via various channels, contributing to knowledge bases, and escalating urgent situations. Strong customer service, communication, and technical skills are essential. The position offers a hybrid/remote work option, depending on location, and may involve some travel.

Requirements

• Ability to work independently on projects and processes with close supervision
• Awareness of key security terms like malware, phishing, ransomware, social engineering, and common attack vectors
• Ability to situationally adapt and understand new technology/processes as per partner requirement
• Strong customer service skills
• Excellent written and verbal communication skills
• Strong interpersonal skills and willingness to work alongside multiple cross-functional teams
• Organized and strong attention to detail
• Bachelor’s degree in computer science, Information Security or relevant experience

Responsibilities

• Monitor and manage a wide range of inbound support requests
• Troubleshoot issues within the ConnectWise Security Platforms
• Researches, analyzes, and documents findings
• Interacts with partners to provide support via email, phone, chat, cases, and remote sessions
• 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 clearly, concisely and accurately report customer feedback to the Engineering teams
• 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 Networks, Operating Systems, and Security software
• Ability to clearly explain technical concepts to non-technical users
• 1+ years of experience working in a technical service-oriented position
• 1+ years troubleshooting Windows, Mac and Linux operating systems
• Entry level Cybersecurity certifications

Benefits

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