Sr. Customer Support Specialist

5 hours, 6 minutes ago
Full-time
Junior
Customer and Technical Support
HighLevel

HighLevel

HighLevel provides an all-in-one sales and marketing platform that agencies can white label and resell, offering tools and resources designed to help businesses consolidate their marketing efforts and achieve their growth objectives.

Internet Software & Services
251-1K
Founded 2018
$60M raised

Description

  • Serve as a subject matter expert and escalation resource for assigned products and features.
  • Support Customer Support Representatives (L1) with live inbound customer requests.
  • Handle escalated outbound and scheduled customer calls for highly technical cases.
  • Review, manage, and resolve escalated tickets within assigned product areas.
  • Follow up with customers to ensure timely resolution of support requests.
  • Keep internal and external stakeholders informed throughout the resolution process.
  • Document client issues with advanced troubleshooting and reproduction steps before further escalation.
  • Identify opportunities to improve support processes and workflows.
  • Attend product team meetings and sprint reviews regularly.
  • Draft knowledge content and major bug reports for Support Product Managers.
  • Provide feedback to the Customer Support manager on L1 escalation notes and customer-facing communications.

Requirements

  • BA/BS in Computer Science or equivalent combination of education and experience.
  • 1+ year of experience with the GoHighLevel product.
  • This is a promotable opportunity for a Customer Support Representative (Level 1) or Customer Support Representative 2.
  • Excellent oral and written communication skills for technical and product concepts.
  • Proactive motivation to solve difficult technical problems.
  • Ability to work independently and as part of a team.
  • Outstanding attention to detail and strong personal organization.
  • Must be self-motivated and know when to escalate or seek guidance.
  • Ability to diagnose, troubleshoot, and resolve issues over phone, email, or chat.
  • Comfortable conversing over live Zoom and phone conversations.
  • 1-3 years of experience with inbound and outbound phone calls is a plus.
  • 1-3 years of client relations and technical customer support experience is a plus.
  • Superior customer service skills.
  • Outstanding analytical and problem-solving skills.
  • Strong interpersonal skills.
  • Fluent in English with demonstrated verbal and written communication skills.
  • Must have a laptop, USB headset or working mic and speakers, USB webcam or built-in quality webcam, and reliable high-speed broadband.
  • Internet speed should be at least 20 Mbps download for quality video and Zoom calls.

Benefits

  • Remote-first work environment.
  • Promotable opportunity within the Support department.
  • Equal Opportunity Employer status.

Interested in this position?

Apply directly on the company website

Apply Now

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