ConnectWise
More roles at ConnectWiseSoftware Support Specialist II (Security)
Remote role where the employee must remain based in a particular country.
Listed for Philippines
From the listing details: Source listing states candidate location: "PHL Remote, Philippines -Remote"
Employer listed it 5 days ago · Added 5 weeks ago
Been open since 5 weeks ago, still being checked, but it has been live a while.
Salary
Not stated
Location
Listed for Philippines
Timezone
Not stated
Contract
Full-time
Experience
Entry
Category
Customer Support
The employer did not publish a salary, and we have too few comparable roles to estimate one.
What the advert says
Quoted word for word from the employer's advert. Where it says nothing, we say so.
- Working hours
- Not mentioned in the advert
- Where you can work from
- Location eligibility not confirmed
- Contract
- Not mentioned in the advert
- Experience asked for
2+ years of relevant experience
- Pay
- Not mentioned in the advert
Remote flexibility
Work from home
This is a remote role, but the employee must be based in Philippines. It is work from home rather than work from anywhere.
What the employer says
- Source listing states candidate location: "PHL Remote, Philippines -Remote"
What Nomaders makes of it
- Residency required in Philippines
- Payroll and tax are likely handled in that country only
The quotes above are the employer's own words; the reading is ours. Always check the original listing and employment terms before working from another country.
Before you apply
Experience: employer states
Written as a requirement
- “· Hands-on experience with SentinelOne, Bitdefender, and Remote Monitoring & Management (RMM) tools is required.”
Written as a nice-to-have
- “Preferred: 1+ years of experience working in a technical service-oriented position”
- “Preferred: 1+ years troubleshooting Windows and Linux servers”
Questions worth asking: Nomaders interpretation
- The advert does not say where you can be based. Ask which countries they can legally employ or contract you from.
- No pay is stated. Ask for the salary range before investing time in interviews.
- The advert does not say whether this is employment or a contractor arrangement. Ask, as it affects tax and benefits.
Produced automatically from this advert's text; not reviewed by a person. The employer's own page is the final word.
About the role
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 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 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
Requirements
- ·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
Benefits
No benefits package published with this listing. Ask about it at first interview.
How to apply
- 1Check the flexibility label above, work from home, matches where you plan to live and work.
- 2Tailor your CV to the role at ConnectWise, mentioning your remote working experience.
- 3Apply directly on the employer's careers page using the button below. Nomaders never handles your application.
Found 1mo ago. Last checked today. Always confirm the details on the original posting, salary and location can change after publication.
Listing sourced from Company boards.
Pay not stated · You'll be taken to the employer's careers page.