Software Support Specialist I

Summary

Join ConnectWise as a Software Support Specialist I and assist our partners in resolving product issues. You will work collaboratively with cross-functional teams to troubleshoot and document solutions, ensuring a positive partner experience. This role involves direct partner interaction via various channels, mentoring junior team members, and contributing to our knowledge base. You will manage support cases, apply best practices, and communicate new features. The position requires strong customer service, communication, and technical skills. Onsite, hybrid, and remote work options are available.

Requirements

• Ability to work independently on projects and processes with close supervision
• Broad theoretical knowledge of applicable work area
• Ability to situationally adapt and understand new technology/processes as per partner requirement
• 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
• Bachelor’s degree in related field or equivalent business experience
• 1+ years of relevant experience

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