Software Support Specialist II

ConnectWise is an industry and global leading software company with over 3,000 colleagues in North America, EMEA and APAC. The Software Support Specialist II is responsible for assisting ConnectWise partners in diagnosing and resolving product issues and questions. This role troubleshoots, resolves, and documents issues, works with cross-functional teams, provides support via email, phone, chat, cases, and remote sessions, maintains knowledge base articles, researches and analyzes findings, escalates trending issues and potential software defects, acts as an escalation point for complex issues, mentors junior team members, manages a queue of support cases, and communicates new release features to partners. Preferred knowledge includes basic understanding of IT, Professional Services, CRM, and ERP markets. Education/experience recommendations include a bachelor’s degree or equivalent and 2+ years of relevant experience, with preferred experience troubleshooting Windows and Linux servers.