Software Support Specialist II
Core
Assisting ConnectWise partners in diagnosing and resolving product issues and questions to ensure positive customer experiences.
Role type
Mid-level IC software support specialist
Builds
Support resolution and knowledge base articles for ConnectWise products
Domain
SaaS / IT Service Management
Deliverable
client delivery
Required skills
Troubleshooting, technical documentation, knowledge base management, queue management, issue escalation, cross-functional collaboration, data analysis, remote session facilitation, written communication, verbal communication
Preferred skills
IT, Professional Services, CRM, ERP
Responsibilities
Research, analyze, and document findings; interact with partners via email, phone, chat, cases, and remote sessions; maintain a knowledge base; discuss partners' operational challenges and evaluate business data; provide guidance to junior team members; identify and escalate trending issues and software defects; act as an escalation point for complex issues; contribute to written articles; identify urgent situations; document partner interactions and report feedback to Engineering; manage a queue of support cases; communicate new release features to partners
Seniority
Mid-level, hands-on IC