Software Support Specialist II (Security)
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
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 detail
- Researches, analyzes, and documents findings
- May influence others within the Services & Support team through the explanation of facts, policies, and practices
- Interacts with partners to provide support via email, phone, chat, cases, and remote sessions
- Maintains a knowledge base of our products and services and provides high quality support to partners during each interaction
- Discusses partners operational challenges and evaluates business data to identify areas of opportunity to help partners optimize their business strategies
- Provides guidance and performs regular queue review for junior team members
- Identifies and escalates trending issues and potential software defects to leadership and development
- Acts as an escalation point for complex issues
- 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 in a clear and concise manner and accurately reports customer feedback to Engineering
- Manages a queue of resolving support cases
- 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 general supervision
- Practical knowledge of applicable work area
- Ability to situationally adapt and understand new technology/processes as per partner requirement
- Strong customer service skills
- Strong desire to help our partners and peers
- 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 IT, Professional Services, Customer Relationship Management (CRM), and Enterprise Resource Planning (ERP) markets
Educational/Vocational/Previous Experience Recommendations:
- Bachelor's degree in related field or equivalent business experience
- 2+ years of relevant experience
- Preferred: 1+ years of experience working in a technical service-oriented position
- Preferred: 1+ years troubleshooting Windows and Linux servers
