Software Support Specialist I

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 I is responsible for assisting ConnectWise partners in diagnosing and resolving a partner’s product issues or questions related to our cybersecurity solutions. This role works with cross-functional teams to troubleshoot, fix, and document issues, getting partners back on track to having a positive experience with ConnectWise products.

 

Essential Duties & Responsibilities:

• Monitor and manage a wide range of inbound support requests
• Troubleshoot issues within the ConnectWise Security Platforms
• Researches, analyzes, and documents findings
• Interacts with partners to provide support via email, phone, chat, cases, and remote sessions
• 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 clearly, concisely and accurately report customer feedback to the Engineering teams
• 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

 

Knowledge, Skills, and/or Abilities Required:

• Ability to work independently on projects and processes with close supervision
• Awareness of key security terms like malware, phishing, ransomware, social engineering, and common attack vectors.
• Ability to situationally adapt and understand new technology/processes as per partner requirement
• Strong customer service skills
• Excellent written and verbal communication skills
• Strong interpersonal skills and willingness to work alongside multiple cross-functional teams
• Organized and strong attention to detail
• Preferred: Basic understanding of Networks, Operating Systems, and Security software.
• Ability to clearly explain technical concepts to non-technical users

 

Educational/Vocational/Previous Experience Recommendations:

• Bachelor’s degree in computer science, Information Security or relevant experience.
• Preferred: 1+ years of experience working in a technical service-oriented position
• Preferred: 1+ years troubleshooting Windows, Mac and Linux operating systems
• Preferred: Entry level Cybersecurity certifications

 

Working Conditions:

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

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.