Hapana

Technical Support Agent

Hapana

full-time

Posted on:

Location Type: Remote

Location: Remote • California • 🇺🇸 United States

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Job Level

Mid-LevelSenior

About the role

  • Manage high volumes of tickets, resolve complex issues, escalate when needed and meet SLA requirements while maintaining accuracy under pressure.
  • Maintain knowledge of web development concepts including APIs, webhooks and authentication, develop experience with CRM systems, particularly GoHighLevel.
  • Identify opportunities to improve processes, create knowledge base articles and videos and coordinate support-related data tasks.
  • Build relationships with CSMs, Development, Product, Onboarding and Sales teams validate technical requirements and ensure stakeholders receive accurate information.
  • Troubleshoot payment processing, billing concerns, and verification issues; escalate unresolved issues and maintain communication throughout resolution.

Requirements

  • Experience in technical support or Tier 2 support role, preferably in SaaS or software environments.
  • Strong troubleshooting, analytical, and problem-solving abilities.
  • Familiarity with APIs, webhooks, and basic web-development concepts.
  • Excellent written and verbal communication skills with ability to simplify complex technical issues.
  • Strong organisational skills with ability to manage multiple tasks in a fast-paced environment.
  • Experience with Stripe or other payment processors is a plus.
  • Ability to collaborate effectively across multiple departments.
  • Basic experience with CRM platforms (particularly GoHighLevel) is highly advantageous.
Benefits
  • Competitive salary
  • Benefits and wellness perks including fitness initiatives and work-life balance policies

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
APIswebhooksweb developmenttechnical supporttroubleshootinganalytical skillsproblem-solvingpayment processingbillingCRM
Soft skills
communication skillsorganizational skillscollaborationability to manage multiple tasksability to simplify complex issues