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For Companies At a Glance
- Tasks: Assist partners in resolving product issues and enhance their experience with our software.
- Company: Join ConnectWise, a leading global software company with a vibrant community culture.
- Benefits: Flexible work options, competitive salary, and opportunities for professional growth.
- Why this job: Make a real impact by helping partners optimise their business strategies and improve customer experiences.
- Qualifications: Customer service skills and a passion for technology are essential; experience in tech support is a plus.
- Other info: Inclusive workplace that values diverse perspectives and offers career advancement opportunities.
The predicted salary is between 30000 - 42000 £ per year.
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.
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.
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.
Working Conditions
- Onsite/Hybrid/Remote depending on location.
- 0-10% travel may be required.
ConnectWise is an Equal Opportunity Employer, dedicated to building a diverse and inclusive workforce and providing a workplace free from discrimination and harassment.
Software Support Specialist II in London employer: ConnectWise
Contact Detail:
ConnectWise Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Software Support Specialist II in London
✨Tip Number 1
Network like a pro! Reach out to current or former employees at ConnectWise on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by diving deep into ConnectWise's products and services. Show us that you’re not just another candidate; demonstrate your passion for helping partners succeed with our tech!
✨Tip Number 3
Practice your problem-solving skills! Since the role involves troubleshooting, consider running through some common tech issues and how you’d resolve them. We love candidates who can think on their feet!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the ConnectWise community.
We think you need these skills to ace Software Support Specialist II in London
Some tips for your application 🫡
Show Your Passion: When you're writing your application, let your enthusiasm for technology and helping others shine through. We love seeing candidates who are genuinely excited about the role and our mission at ConnectWise!
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your relevant experience and skills. We want to see how your background aligns with the Software Support Specialist II role, so don’t hold back on showcasing your achievements!
Be Clear and Concise: In your written application, clarity is key! Use straightforward language and structure your thoughts logically. This will help us understand your qualifications and how you can contribute to our team.
Apply Through Our Website: We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at ConnectWise
✨Know Your Stuff
Make sure you have a solid understanding of ConnectWise products and services. Familiarise yourself with common issues partners face and how to resolve them. This will not only help you answer questions confidently but also show your genuine interest in the role.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences where you've provided exceptional customer support. Highlight your ability to communicate clearly and effectively, especially in stressful situations. Remember, this role is all about helping partners, so let your passion for customer service shine through!
✨Be Ready to Collaborate
Since the role involves working with cross-functional teams, think of instances where you've successfully collaborated with others. Be prepared to discuss how you handle differing opinions and work towards a common goal. This will demonstrate your teamwork skills and adaptability.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, ongoing projects, or how success is measured in the role. This shows your enthusiasm and helps you gauge if the company culture aligns with your values.
