Software Support Specialist II

🔥 0 minutes ago

🐊 Florida – Remote

🐊 Florida – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

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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

• 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 to help 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 and accurately 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

🎯 Requirements

• 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. • Preferred: 1+ years troubleshooting Windows and Linux servers

🏖️ Benefits

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