HighLevel

Senior Customer Support Specialist

HighLevel

full-time

Posted on:

Location Type: Remote

Location: India

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Job Level

Senior

Tech Stack

SCSS

About the role

  • Specialized subject matter expert and escalation resource within the Support organization
  • Assists Customer Support Representatives (L1) with on-demand live inbound support requests
  • Handles escalated outbound & scheduled calls with customers to assist & resolve highly technical product area cases
  • Reviews, manages and resolves escalated tickets covered within the SCSS Product Area(s)
  • Conducts appropriate follow-up with clients to ensure advanced inbound support requests are brought to a timely resolution
  • Ensures all applicable internal & external stakeholders are fully informed throughout the resolution process
  • Fully documents client issues by completing advanced troubleshooting & reproduction steps before escalation to a higher level as required
  • Continually assesses support processes to identify potential improvements
  • Attend product team meetings and sprint reviews regularly.
  • Submits knowledge content drafts that outline associated product group(s) knowledge to Support Product Managers (L3)
  • Submits major bug information drafts within their associated product group(s) to Support Product Managers
  • Submit feedback to the Manager of Customer Support regarding the Customer Support Representative’s (L1) escalation notes & customer-facing communications

Requirements

  • BA/BS in Computer Science or equivalent combination of education and experience.
  • 1+ year of experience with GoHighLevel Product
  • Excellent oral and written communication skills as it relates to technical and product concepts
  • Demonstrates a proactive motivation to solve tough technical problems.
  • Ability to work independently and as part of a team.
  • Outstanding attention to detail and personal organization.
  • Must be self-motivated and know when to escalate or seek guidance.
  • Detail-oriented and able to accomplish a wide variety of tasks in a fast-paced environment
  • Ability to diagnose, troubleshoot and resolve issues over the phone, email, or chat
  • Comfortable conversing over live Zoom and Phone conversations is a requirement
  • 1-3 yrs of experience with inbound and outbound phone calls, not required but a plus!
  • 1-3 yrs. experience in Client Relations and technical customer support experience, not required but a plus!
  • Superior customer service skills.
  • Outstanding analytical and problem-solving skills
  • Strong interpersonal skills
  • Ability to explain complex technical concepts.
Benefits
  • A Laptop
  • USB headset (customer facing) or working mic and speakers on the laptop
  • USB webcam or a working and quality webcam built into the laptop
  • Reliable high speed broadband connection
  • Your internet speed should be at least 20 Mbps download speed range for quality video/Zoom calls
Applicant Tracking System Keywords

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

Hard Skills & Tools
GoHighLevel Producttroubleshootingtechnical supportproblem-solvingdocumentationescalation managementcustomer supportticket managementknowledge content creationbug reporting
Soft Skills
communication skillsattention to detailorganizationself-motivationteamworkindependenceanalytical skillsinterpersonal skillsproactive problem-solvingability to explain technical concepts
Certifications
BA/BS in Computer Science