ConnectWise
software
SoftwareSupportSpecialistII
Neural analysis suggests this role is
optimal for Mid candidates.
“Software Support Specialist II at ConnectWise. Skills: diagnosing and resolving a partner’s product issues or questions, troubleshoot, resolve, document issues, knowledge base of our products and services, high-quality support, evaluate business data, optimize their business strategies, guidance, queue review, escalation point for complex issues, written articles for the internal and external knowledge base, escalates situations requiring urgent attention, Documents partner interactions, trouble”
Industry & Context.
diagnosing and resolving a partner’s product issues or questions; troubleshoot; resolve; Researches, analyzes, and documents findings; evaluates business data to identify areas of opportunity to help partners optimize their business strategies; Acts as an escalation point for complex issues; provides solutions based on diagnosis of the problem
0-10% travel may be required
What They're Looking For.
Must Have
2+ years of relevant experience, Ability to work independently on projects and processes with general supervision, Practical knowledge of the applicable work area, Ability to situationally adapt and understand new technology/processes as per partner requirements, customer service skills, desire to help our partners and peers, Excellent written and verbal communication skills, interpersonal skills and willingness to work alongside multiple cross-functional teams, Organized and attention to detail
Nice to Have
1+ years of experience working in a technical service-oriented position, 1+ years troubleshooting Windows and Linux servers, Basic understanding of IT, Professional Services, Customer Relationship Management (CRM), and Enterprise Resource Planning (ERP) markets
What You'll Do.
Assisting ConnectWise partners in diagnosing and resolving a partner’s product issues or questions
Works in partnership with cross-functional teams to troubleshoot
Provides support to partners with close attention to detail
and documents findings
Interacts with partners to provide support via email
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 the internal and external knowledge base
Identifies and escalates situations requiring urgent attention to appropriate teams
Documents partner interactions
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
How You'll Work.
Team & Collaboration
Works in partnership with cross-functional teams; willingness to work alongside multiple cross-functional teams; Provides guidance and performs regular queue review for junior team members; Identifies and escalates trending issues and potential software defects to leadership and development; Identifies and escalates situations requiring urgent attention to appropriate teams
Communication Scope
Excellent written and verbal communication skills
Full Job Description
ConnectWise is an industry and Global leading software company with over 3,000 colleagues in North America, EMEA and APAC. As a community-driven software company dedicated to the success of technology solution providers, our suite helps over 45,000 of our partners manage their businesses better, sell more efficiently, automate service delivery, and remotely control technology so they can consistently deliver amazing customer experiences. Our company is powered by our connections, our colleagues, and our community. And, we accept all kinds. Game-changers, innovators, culture-lovers—and humankind. We invite discovery and debate. We recognize key moments as milestones. We see you and value you for your unique contributions. Our inclusive, positive culture lays the foundation to ensure every colleague is valued for their perspectives and skills, giving you the choice of how YOU make a difference. Curious? Read this opportunity to learn how YOU can make a difference at ConnectWise! 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 & Responsibilities: • Provides support to partners with close attention to detail • Researches, analyzes, and documents findings • May influence others within the Services & Support team through the explanation of facts, policies, and practices • Interacts with partners to provide support via email, phone, chat, cases, and remote sessions • 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 strategi
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