Software Support Specialist I

@ ‎ConnectWise

Overview

ConnectWise is a global leader in software solutions with over 3,000 colleagues across North America, EMEA, and APAC. As a community-driven company, ConnectWise supports more than 45,000 partners by helping them manage their businesses, sell efficiently, automate service delivery, and remotely control technology. At ConnectWise, every colleague and partner is valued for their unique contribution.

General Summary

The Software Support Specialist I assists ConnectWise partners by diagnosing and resolving product issues and questions. This role involves troubleshooting, researching, documenting, and collaborating across cross-functional teams to ensure a positive experience with ConnectWise products.

Essential Duties & Responsibilities

• Provide detailed support to partners.
• Research, analyze, and document findings.
• Interact via email, phone, chat, cases, and remote sessions.
• Review support queue and offer guidance to junior team members.
• Act as an escalation point for complex issues.
• Contribute to internal and external knowledge bases.
• Identify situations needing urgent escalation.
• Document interactions and feedback clearly.
• Manage and resolve support case queue.
• Communicate new release features and improvements.

Required Knowledge, Skills, & Abilities

• Ability to work independently with minimal supervision.
• Broad theoretical understanding of the work area.
• Adapt quickly to new technology and partner requirements.
• Strong customer service and communication skills.
• Organized with keen attention to detail.

Preferred Qualifications

• Basic understanding of IT, Professional Services, CRM, and ERP markets.
• Experience troubleshooting Windows and Linux servers.

Working Conditions

This role offers flexibility with onsite, hybrid, or remote work arrangements depending on location, and requires minimal travel (0-10%).

Key skills/competency

• Support
• Troubleshooting
• Diagnosis
• Documentation
• Escalation
• Communication
• Customer Service
• Technical Knowledge
• Windows
• Linux