Software Support Specialist II

🔥 9 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 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.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

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

• Provide support to ConnectWise partners with a high attention to detail • Research, analyze, and document findings • Interact with partners via email, phone, chat, cases, and remote sessions • Maintain a knowledge base of products and services • 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 • Identify and escalate situations requiring urgent attention • 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 solutions based on diagnosis • Communicate new release features and improvements to partners

🎯 Requirements

• Ability to work independently on projects and processes with general supervision • Practical knowledge of the applicable work area • Ability to adapt situationally and understand new technology/processes according to partner requirements • 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 • Preferred: Basic understanding of IT, Professional Services, Customer Relationship Management (CRM), and Enterprise Resource Planning (ERP) markets

🏖️ Benefits

• 0-10% travel may be required • Equal employment opportunities and a workplace free from discrimination and harassment • Reasonable accommodations may be made for qualified individuals with disabilities during the application and hiring process and to receive employment benefits and privileges