Customer Support Representative
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Job Description
Customer Support Representative providing technical support for HighLevel’s AI-powered business operating system. Troubleshooting software, networking, hardware, and customer service issues via phone, chat, email, and Zoom.
Responsibilities:
- Provide exceptional customer service, including communication, responsive follow-through, and advocacy for customer issues
- Use judgment within defined practices and procedures
- Work directly with support team members across levels
- Maintain customer relationships by handling questions and concerns quickly and professionally
- Be accessible and available to multiple customers
- Establish priorities and clearly communicate rationale and timeframes
- Suggest knowledge base articles to promote customer self-help
- Assist customers via Zoom video calls with camera on
- Receive and record incident-related information via phone, chat, email, and other channels
- Analyze, gather information, and troubleshoot customer issues
- Resolve technical issues involving software functionality/configuration, the Internet, hardware, networking, and general technical matters related to HighLevel’s software
- Collaborate with team members to resolve issues and request product enhancements
- Contribute to the team knowledge network
- Participate in testing new product releases
- Resolve or recommend resolutions to customer problems
- Perform other duties as business needs change
Requirements:
- 2+ years of prior technical support experience in a product based organization, preferably B2B SaaS
- Strong technical aptitude, analytical and troubleshooting skills
- Demonstrated ability to maintain self-control while defusing stressful customer situations
- Excellent customer service attitude and ability to be a team player as well as work independently
- Excellent note-taking skills
- Experience with ticketing systems
- Experience working with a combination of inbound calls, chats, and follow-up emails
- Fluent in English
- Demonstrated verbal and written communication skills
Benefits:
- Remote-first organization
- Equal Opportunity Employer
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
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