Software Support Specialist II

2 days ago

Clark Freeport and Special Economic Zone Central Luzon, Philippines ConnectWise Full time $60,000 - $80,000 per year

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 and Responsibilities:

  • Provides support to partners with a high 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 tohelp 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 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 andaccurately 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

Knowledge, Skills, and/or Abilities Required:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Ability to work independently on projects and processes with general supervision
  • Practical knowledge of applicable work area
  • Ability to situationally adapt and understand new technology/processes as per partner requirement
  • Strong customer service skills
  • Strong desire to help our 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
  • Preferred: Basic understanding of IT, Professional Services, Customer Relationship Management (CRM), and Enterprise Resource Planning (ERP) markets

Educational/Vocational/Previous Experience Recommendations:

  • Bachelor's degree in related field or equivalent business experience
  • 2+ years of relevant experience
  • Preferred: 1+ years of experience working in a technical service-oriented position

Working Conditions:

  • Onsite/Hybrid/Remote depending on location
  • 0-10% travel may be required

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