Software Support Specialist II

🔥 0 minutes ago

🇵🇭 Philippines – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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ConnectWise

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1982

☁️ SaaS

🔒 Cybersecurity

🏢 Enterprise

💰 $585k Seed Round on 2019-06

SaaS • Cybersecurity • Enterprise

ConnectWise is a leading provider of software and services for managed service providers (MSPs), offering solutions designed to automate and streamline operations in IT management, cybersecurity, and business management. Their Asio platform is purpose-built for MSPs, delivering tools for unified monitoring and management, cybersecurity, data protection, and business management. ConnectWise provides services like professional services automation, remote monitoring and management (RMM), quote and proposal automation, IT documentation, and financial management among others. Through partnerships and integrations with top-rated vendors, ConnectWise enhances its offering for IT service management. The company also hosts industry events and provides community support to foster growth and innovation in the MSP sector.

📋 Description

• Assist ConnectWise partners in diagnosing and resolving product issues and questions • Research, analyze, and document findings • Provide partner support via email, phone, chat, cases, and remote sessions • Maintain product and services knowledge bases • Discuss partners’ operational challenges and evaluate business data to identify opportunities to optimize business strategies • Provide guidance and perform regular queue reviews for junior team members • Identify and escalate trending issues and potential software defects to leadership and development • Act as an escalation point for complex issues • Contribute written articles to internal and external knowledge bases • Escalate situations requiring urgent attention to appropriate teams • Document partner interactions, troubleshooting, results, and customer feedback for Engineering • Manage a queue of resolving support cases • Apply best practices from technical documentation and provide diagnosis-based solutions • 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 situationally 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 with strong attention to detail • Bachelor’s degree in related field or equivalent business experience • 2+ years of relevant experience • Preferred: Basic understanding of IT, Professional Services, Customer Relationship Management (CRM), and Enterprise Resource Planning (ERP) markets • Preferred: 1+ years of experience working in a technical service-oriented position • Preferred: 1+ years troubleshooting Windows and Linux servers

🏖️ Benefits

• Equal employment opportunities and a workplace free from discrimination and harassment • Reasonable accommodations for qualified individuals with disabilities • Other benefits and privileges of employment may be available with reasonable accommodation