Customer Support Representative

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

What you will do:

• 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

Requirements:

• 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 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 to the customer for exceptional customer service
• Demonstrated verbal and written communication skills
• Fluent in English