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 close 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 the 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 the diagnosis of the problem
- Communicates new release features and improvements to our partners that improve their experience

Knowledge, Skills, and/or Abilities Required:

- Ability to work independently on projects and processes with general supervision
- Practical knowledge of the applicable work area
- Ability to situationally adapt and understand new technology/processes as per partner requirements
- 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, Qualified Services, Customer Relationship Management (CRM), and Enterprise Resource Planning (ERP) markets

Educational/Vocational/Previous Experience Recommendations:

- Bachelor s degree in a 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

Working Conditions:

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

Disclaimer : This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Software Support Specialist II (Maharashtra)
🏢 ConnectWise
📍 Maharashtra