Loading...
Mid LevelFull-timeAWS
Salary Range
$82,875 - $112,125 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
The Software Support Specialist is responsible for assisting ConnectWise partners in diagnosing and resolving product issues or questions. This role works with cross-functional teams to troubleshoot, resolve, and document issues, ensuring partners have a positive experience with ConnectWise products.
Key Responsibilities
- →Provide support to partners with a high attention to detail
- →Research, analyze, and document findings
- →Interact with partners via email, phone, chat, cases, and remote sessions
- →Maintain a knowledge base of products and services
- →Discuss operational challenges and evaluate business data to identify areas of opportunity
- →Provide guidance and perform regular queue review for junior team members
- →Identify and escalate trending issues and potential software defects
- →Act as an escalation point for complex issues
- →Contribute to written articles for internal and external knowledge base
- →Document partner interactions, troubleshooting, and results
- →Manage a queue of resolving support cases
- →Engage in the application of best practices per technical documentation
- →Communicate new release features and improvements to partners
Requirements
- ✓Ability to work independently on projects and processes with general supervision
- ✓Practical knowledge of applicable work area
- ✓Ability to adapt and understand new technology/processes as per partner requirement
- ✓Strong customer service skills
- ✓Strong desire to help 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
- ✓2+ years of relevant experience
- ✓1+ years of experience working in a technical service-oriented position
- ✓1+ years troubleshooting Windows and Linux servers
