Sr. Customer Support Specialist

1 hour, 55 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 product areas within the Support organization.
  • Provide advanced support for escalated product ticket queues and on-demand inbound support requests.
  • Assist Customer Support Representatives with live inbound customer issues and escalation handling.
  • Handle escalated outbound and scheduled customer calls to resolve highly technical cases.
  • Review escalation notes, troubleshoot issues, and resolve tickets using documented procedures.
  • Conduct follow-up with clients to ensure advanced support requests are resolved in a timely manner.
  • Document client issues thoroughly, including advanced troubleshooting and reproduction steps.
  • Keep internal and external stakeholders informed throughout the resolution process.
  • Identify opportunities to improve support processes and escalate product-group knowledge or bug information to Support Product Managers.
  • Attend product team meetings and sprint reviews regularly and provide feedback on CSR escalation notes and customer communications.

Requirements

  • BA/BS in Computer Science or an equivalent combination of education and experience.
  • 1+ year of experience with the GoHighLevel product.
  • Fluent in English.
  • Strong verbal and written communication skills for technical and product concepts.
  • Ability to diagnose, troubleshoot, and resolve issues over phone, email, or chat.
  • Comfortable using Zoom and phone for live customer conversations.
  • Outstanding attention to detail and personal organization.
  • Ability to work independently and as part of a team.
  • Proactive problem-solving mindset and ability to know when to escalate or seek guidance.
  • 1-3 years of inbound and outbound phone call experience is a plus.
  • 1-3 years of client relations or technical customer support experience is a plus.
  • Experience in a Support department as a CSR 2 is a promotable pathway for this role.

Benefits

  • Remote-first work arrangement.
  • Opportunity to work for a global company supporting over 1 million businesses.
  • Promotable career path from Customer Support Representative (Level 1) or CSR 2.
  • Equal Employment Opportunity employer status.
  • AI-supported hiring process with human final decision-making.

Interested in this position?

Apply directly on the company website

Apply Now

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