Software Support Specialist Ii
2 weeks ago
ConnectWise provides a work environment where each colleague is valued for their perspectives, skills and talents, is treated respectfully, can communicate openly and is encouraged to develop to their full potential as a contributor to the success of the company and the communities we serve.
We value our colleagues and offer a competitive benefits package including medical, retirement investment plans, flexible time away, community volunteer opportunities, master's assistance program and colleague recognition programs.
General Summary:
The Software Support Specialist II is responsible for assisting ConnectWise partners in diagnosing and resolving a partner's product issues or questions.
This role works in partnership with cross-functional teams to troubleshoot, resolve, and document issues, getting partners back on track to having a positive experience with ConnectWise products.
Essential Duties and Responsibilities:
- Provides support to partners with a high attention to detail
- Researches, analyzes, and documents findings
- May influence others within the Services & Support team through the explanation of facts, policies, and practices
- Maintains a knowledge base of our products and services and provides high quality support to partners during each interaction
- Discusses partners' operational challenges and evaluates business data to identify areas of opportunity to help partners optimize their business strategies
- Provides guidance and performs regular queue review for junior team members
- Identifies and escalates trending issues and potential software defects to leadership and development
- 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
- Communicates new release features and improvements to our partners that better their experience
Knowledge, Skills, and/or Abilities Required:
- To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions._
- Ability to work independently on projects and processes with general supervision
- Practical 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 crossfunctional teams
- Organized and strong attention to detail
- Preferred: Basic understanding of IT, Professional Services, Customer Relationship Management (CRM), and Enterprise Resource Planning (ERP) markets
Educational/Vocational/Previous Experience Recommendations:
- Bachelor's degree in related field or equivalent business experience
- 2+ years of relevant experience
- Preferred: 1+ years of experience working in a technical serviceoriented position
- Preferred: 1+ years troubleshooting Windows and Linux servers
Working Conditions:
- Onsite/Hybrid/Remote depending on location
- 010% travel may be required
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