Software Support Specialist II

ConnectWise

. Provide support to ConnectWise partners with a high attention to detail .

Posted 9/30/2026full-timeRemote • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong customer service skills and the ability to analyze and document findings while providing support to partners. Capable of managing support cases, communicating effectively, and contributing to knowledge bases.

Highest-signal resume keywords

Customer Service SkillsWritten And Verbal CommunicationKnowledge Base ManagementProblem-SolvingInterpersonal Skills

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Research And AnalysisTroubleshootingTechnical DocumentationQueue ManagementBusiness Data Evaluation

Soft Skills

Attention To DetailOrganizational SkillsAdaptabilityTeam CollaborationDesire To Help

Tools & Technologies

ConnectWiseCustomer Relationship Management (CRM)Enterprise Resource Planning (ERP)

Industry Keywords

Professional ServicesITSupport CasesOperational ChallengesBusiness Strategies

Tech Stack

Tools & technologies

ERP

About the role

Key responsibilities & impact

Provide support to ConnectWise partners with a high attention to detail
Research, analyze, and document findings
Interact with partners via email, phone, chat, cases, and remote sessions
Maintain a knowledge base of products and services
Discuss partners’ operational challenges and evaluate business data to identify opportunities to optimize business strategies
Provide guidance and perform regular queue reviews for junior team members
Identify and escalate trending issues and potential software defects to leadership and development
Act as an escalation point for complex issues
Contribute written articles to internal and external knowledge bases
Identify and escalate situations requiring urgent attention
Document partner interactions, troubleshooting, results, and customer feedback for Engineering
Manage a queue of resolving support cases
Apply best practices from technical documentation and provide solutions based on diagnosis
Communicate new release features and improvements to partners

Requirements

What you’ll need

Ability to work independently on projects and processes with general supervision
Practical knowledge of the applicable work area
Ability to adapt situationally and understand new technology/processes according to partner requirements
Strong customer service skills
Strong desire to help partners and peers
Excellent written and verbal communication skills
Strong interpersonal skills and willingness to work alongside multiple cross-functional teams
Organized with strong attention to detail
Preferred: Basic understanding of IT, Professional Services, Customer Relationship Management (CRM), and Enterprise Resource Planning (ERP) markets

Benefits

Comp & perks

0-10% travel may be required
Equal employment opportunities and a workplace free from discrimination and harassment
Reasonable accommodations may be made for qualified individuals with disabilities during the application and hiring process and to receive employment benefits and privileges