Customer Support Representative I
3 weeks ago
About the Role The primary role of the Customer Support Representative is to act as a technical resource to HighLevel’s suite of software features. A qualified Customer Support Representative possesses the ability to troubleshoot product issues and has experience supporting software solutions preferably within the technology industry. Roles, Responsibilities & Requirements What You’ll Do: Provide exceptional customer service within internal departments. Use judgment within defined practices and procedures. Work directly with other support team members of all levels, as needed. Maintain solid customer relationships by handling their questions and concerns with speed and professionalism. Be accessible and available to multiple customers. Establish priorities and communicate rationale and time-frame clearly to customers. Suggest articles to the knowledge base to promote self-help. Be readily available with camera on to assist customers via Zoom video calls. Receive and record incident-related information over the phone, chat, email (and other) channels. Conduct analysis, gather information (click steps, logs, screenshots), and troubleshoot customer issues. Resolve issues that require a broad range of troubleshooting skills related to software functionality/configuration, the Internet, hardware, networking, and general technical issues pertaining to HighLevel’s software solution. Work directly with team members to resolve customer issues and request enhancements for our products. Actively contribute to a growing knowledge network that improves the effectiveness of our team and the information available to our customers. Participate in the testing of new product releases. Resolve or recommend resolutions to customer problems. Other duties may be assigned and/or modified as business needs change. What You’ll Bring: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. 2+ years of prior technical support experience in a product-based organization, preferably B2B SaaS fielding and resolving technical inquiries. Strong technical aptitude, analytical and troubleshooting skills. Demonstrated ability to maintain self-control while defusing stressful customer situations. Excellent customer service attitude. The ability to be a team-player as well as work independently. Excellent note-taking skills. Experience with ticketing systems. Experience working with inbound calls, chats, and follow-up emails for exceptional customer service. Fluent in English. Demonstrated verbal and written communication skills. Reliable high speed broadband connection (at least 20Mbps download speed). Equal Employment Opportunity The company is an Equal Opportunity Employer. As an employer subject to affirmative action regulations, we invite you to voluntarily provide the following demographic information. This information is used solely for compliance with government record keeping, reporting, and other legal requirements. Providing this information is voluntary and refusal to do so will not affect your application status. #J-18808-Ljbffr
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