Customer Support Representative

About HighLevel: 

HighLevel is a cloud-based, all-in-one white-label marketing and sales platform that empowers marketing agencies, entrepreneurs, and businesses to elevate their digital presence and drive growth. With a focus on streamlining marketing efforts and providing comprehensive solutions, HighLevel helps businesses of all sizes achieve their marketing goals. We currently have 1000+ employees across 15 countries, working remotely as well as in our headquarters, which is located in Dallas, Texas. Our goal as an employer is to maintain a strong company culture, foster creativity and collaboration, and encourage a healthy work-life balance for our employees wherever they call home.

Our Website - https://www.gohighlevel.com/

YouTube Channel- https://www.youtube.com/channel/UCXFiV4qDX5ipE-DQcsm1j4g

Blog Post - https://blog.gohighlevel.com/general-atlantic-joins-highlevel/

Our Customers:

HighLevel serves a diverse customer base, including over 60K agencies & entrepreneurs and 450K million businesses globally. Our customers range from small and medium-sized businesses to enterprises, spanning various industries and sectors.

Scale at HighLevel:

We work at scale; our infrastructure handles around 3 Billion+ API hits & 2 Billion+ message events monthly and over 25M views of customer pages daily. We also handle over 80 Terabytes of data across 5 Databases.

About the Role: 

The primary role of the Customer Support Representative would be to act as a technical resource to our customer base for 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:




• Today: 
• Provide exceptional customer service inclusive of excellent communication, responsive follow-through, and advocacy for customer issues 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 in an effort to promote self-help for our customers
• Be readily available with camera on to assist customers via Zoom video calls and address their questions or concerns




• Soon:
• Receive and record incident-related information over the phone, chat, email (and other) channels using a variety of tools, techniques, and procedures.
• Conduct analysis, gather information (i.e. 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




• Eventually:
• 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. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions




• Experience/Education/Certifications Required:
• 2+ years of prior technical support experience in a product based organization preferably B2B SaaS fielding and resolving technical inquiries in a well-structured professional manner
• 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 a combination of inbound calls, chats, and follow up emails to the customer for exceptional customer service




• Language Skills Required Vs. Preferred:
• Fluent in English
• Demonstrated verbal and written communication skills. In order to work remotely you must have your own
• 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 
• 20Mbps download speed range for quality video/Zoom calls

EEO Statement:

At HighLevel, we value diversity. In fact, we understand it makes our organization stronger. We are committed to inclusive hiring/promotion practices that evaluate skill sets, abilities and qualifications without regard to any characteristic unrelated to performing the job at the highest level. Our objective is to foster an environment where really talented employees from all walks of life can be their true and whole selves, cherished and welcomed for their differences, while providing awesome service to our clients and learning from one another along the way! Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.