Software Support Lead
Software Support Lead
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
ConnectWise is an industry and Global leading software company with over 3000 colleagues in North America EMEA and APAC. As a communitydriven software company dedicated to the success of technology solution providers our suite helps over 45000 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.
Gamechangers innovators cultureloversand 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 daytoday operations of partner support by facilitating escalations of partner issues and providing highlevel product support.
Essential Duties and Responsibilities:
- Provides support to crossfunctional 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:
- 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 problemsolve 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:
- Bachelors degree in related field or equivalent business experience
- 5 years of relevant experience
- Preferred: MBA or masters degree in related field
Working Conditions:
- Onsite/Hybrid/Remote depending on location
- 010% 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. 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 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 or.
Employment Type
Full Time
