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Software Support Specialist II - Remote

Posted 16 weeks ago
Customer Service
Full Time
Philippines

Overview

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.

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, and remote sessions
  • Maintains a knowledge base of products and services
  • Identifies and escalates trending issues to leadership
  • Documents partner interactions and troubleshooting results

Requirements

  • Ability to work independently with general supervision
  • Strong customer service skills
  • Excellent written and verbal communication skills
  • Organized with strong attention to detail
  • Bachelor’s degree or equivalent experience
  • 2+ years of relevant experience

Benefits

  • Flexible working conditions (Onsite/Hybrid/Remote)
  • Opportunity to work with cross-functional teams

‎ConnectWise

‎ConnectWise

ConnectWise is a leading provider of cybersecurity solutions, dedicated to empowering partners with the tools and support they need to effectively manage and secure their technology environments. The company focuses on delivering exceptional customer service through a collaborative approach, working closely with cross-functional teams to troubleshoot and resolve product issues. With a commitment to innovation and continuous improvement, ConnectWise aims to enhance partner experiences by providing comprehensive support and resources, including a robust knowledge base and clear communication of new features and improvements.

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