Born out of a single software solution designed to help MSPs gain control of their help desk and billing, ConnectWise has grown into a robust platform of software built for technology solutions providers (TSPs) to run their entire as-a-service business. With products aiding in business management, remote monitoring and management, remote control and access, quote and proposal automation, and cybersecurity risk assessments, integrations with hundreds of key vendors, plus the largest and most engaged community in the industry, ConnectWise has built a platform for The IT Nation.

Our company is powered by our connections, our colleagues and our community. And, we accept all kinds. Game-changers,innovators, culture-lovers - and the humankind.

We invite discovery and debate. We recognize key moments as milestones. We see you and value you for your unique contributions.

Our inclusive, positive culture lays the foundation to ensure every colleague is valued for their perspectives and skills, giving you the choice of how YOU make a difference.

ConnectWise

Leading the IT industry forward by building essential software and uniting changemakers.

ConnectWise is an industry and Global leading software company with over 3,000 colleagues in North America, EMEA and APAC. As a community-driven software company dedicated to the success of technology solution providers, our suite helps over 45,000 of our partners manage their businesses better, sell more efficiently, automate service delivery, and remotely control technology so they can consistently deliver amazing customer experiences.

Our company is powered by our connections, our colleagues, and our community. And, we accept all kinds. 

Game-changers, innovators, culture-lovers—and humankind.

We invite discovery and debate. We recognize key moments as milestones. 

We see you and value you for your unique contributions. Our inclusive, positive culture lays the foundation to ensure every colleague is valued for their perspectives and skills, giving you the choice of how YOU make a difference.

Curious? Read this opportunity to learn how YOU can make a difference at ConnectWise!

General Summary:

The Software Support Specialist II is responsible for assisting ConnectWise partners in diagnosing and resolving a partner’s product issues or questions. This role works in partnership with cross-functional teams to troubleshoot, resolve, and document issues, getting partners back on track to having a positive experience with ConnectWise products.

Essential Duties & Responsibilities:

Provides support to partners with a high attention to detailResearches, analyzes, and documents findingsMay influence others within the Services & Support team through the explanation of facts, policies, and practicesInteracts with partners to provide support via email, phone, chat, cases, and remote sessionsMaintains a knowledge base of our products and services and provides high quality support to partners during each interactionDiscusses partners’ operational challenges and evaluates business data to identify areas of opportunity to help partners optimize their business strategiesProvides guidance and performs regular queue review for junior team membersIdentifies and escalates trending issues and potential software defects to leadership and developmentActs as an escalation point for complex issuesContributes to written articles for internal and external knowledge baseIdentifies and escalates situations requiring urgent attention to appropriate teamsDocuments partner interactions, troubleshooting, and results in a clear and concise manner and accurately reports customer feedback to EngineeringManages a queue of resolving support casesEngages in the application of best practices per technical documentation and provides solutions based on diagnosis of the problemCommunicates new release features and improvements to our partners that better their experience

Knowledge, Skills, and/or Abilities Required:

Ability to work independently on projects and processes with general supervisionPractical knowledge of applicable work areaAbility to situationally adapt and understand new technology/processes as per partner requirementStrong customer service skillsStrong desire to help our partners and peersExcellent written and verbal communication skillsStrong interpersonal skills and willingness to work alongside multiple cross-functional teamsOrganized and strong attention to detailPreferred: Basic understanding of IT, Professional Services, Customer Relationship Management (CRM), and Enterprise Resource Planning (ERP) markets

Non- Negotiable Skills:

 Hands-on experience with SentinelOne, Bitdefender, and Remote Monitoring & Management (RMM) tools is required.  Troubleshooting in Windows workstation and server environments Ability to multitask and change focus at a moment’s notice Must be proactive, self-motivated and attentive to detail

Educational/Vocational/Previous Experience Recommendations:

Bachelor’s degree in related field or equivalent business experience2+ years of relevant experiencePreferred: 1+ years of experience working in a technical service-oriented positionPreferred: 1+ years troubleshooting Windows and Linux servers

ConnectWise is an Equal Opportunity Employer, dedicated to building a diverse and inclusive workforce and providing a workplace free from discrimination and harassment. ConnectWise provides equal employment opportunities to all employees and applicants without regard to race, ethnicity, color, religion, age, sex (including pregnancy), sexual orientation, gender, gender identity or expression, ancestry, national origin, citizenship status, physical or mental disability, genetic information, military/veteran status, marital status, familial or parental status, or any other characteristic or status protected by applicable federal, state and local laws.

The statements above are intended to describe the general nature and level of work being performed by individuals assigned to this job. Other duties may be assigned as needed. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job and/or to receive other benefits and privileges of employment. If you need a reasonable accommodation for any part of the application and hiring process, please contact us at talentacquisition@connectwise.com or 1-800-671-6898.

Software Support Specialist II (Security)

What the job involves