Software Support Specialist II (Security)

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 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 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