Software Support Specialist I - Remote

Overview

The Software Support Specialist I 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.

In Short

• 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.
• Manages a queue of resolving support cases.
• Communicates new release features and improvements to our partners.

Requirements

• Ability to work independently on projects and processes with close supervision.
• Broad theoretical knowledge of applicable work area.
• Strong customer service skills.
• Excellent written and verbal communication skills.
• Strong interpersonal skills and willingness to work alongside multiple cross-functional teams.
• Organized and strong attention to detail.
• Preferred: Basic understanding of IT, CRM, and ERP markets.

Benefits

• Inclusive and positive company culture.
• Opportunity to work with a diverse team.
• Professional development opportunities.
• Flexible working conditions (onsite/hybrid/remote).
• Supportive work environment.