Job description
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 Lead is responsible for product implementation and providing continuous product support to partners. This role focuses on creating success for partners by utilizing our product solutions to automate and streamline their business processes. In partnership with the Services & Support teams, they will ensure quality day-to-day operations of partner support by facilitating escalations of partner issues and providing high-level product support.
Essential Duties and Responsibilities:
- Provides support to cross-functional teams, with a high attention to detail
- Researches, analyzes, and documents findings
- May coach, review, and/or delegate work to other team members
- Assists partners with their questions about any of our supported software solutions in a professional and
- courteous manner
- Researches partner questions, utilizing manuals, resources, and consulting with colleagues as needed
- Identifies and escalates situations requiring urgent attention
- Documents, tracks, routes, and monitors problems and requests from partners
- Maintains detailed logs of all Help Desk interactions and documents resolutions
- Identifies and communicates trends, KPIs, or common issues impacting the team
- Acts as point of contact for team members providing support, assistance, or feedback
- Stays up to date on new procedures, solutions, and technologies
- Assists with escalated tickets to ensure timely, high quality product support
Knowledge, Skills, and/or Abilities Required:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Ability to manage large projects and processes independently with limited supervision
- Recognized subject matter expert of applicable work area
- Ability to situationally adapt and understand new technology/processes as per business and partner
- requirements
- Ability to work on multiple priorities and projects simultaneously
- Strong customer service and communication skills, both written and verbal
- Ability to problem-solve and meet reasonable deadlines
- Ability to build strong positive relationships with partners and colleagues
- Preferred: Knowledge of IT, Professional Services, CRM, or ERP markets
Educational/Vocational/Previous Experience Recommendations:
- Bachelor’s degree in related field or equivalent business experience
- 5+ years of relevant experience
- Preferred: MBA or master’s degree in related field
Working Conditions:
- Onsite/Hybrid/Remote depending on location
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 [email protected] or 1-800-671-6898.
