Highlevel

Customer Support Representative

Job Description

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

    • Apply Now
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