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Customer Support Representative
Location
Mexico
Posted
168 days ago
Salary
0
Seniority
Mid Level
Job Description
Customer Support Representative
HighLevel
• 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 • 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 • Resolve or recommend resolutions to customer problems • Other duties may be assigned and/or modified as business needs change
Job 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
- 1 to 3 years of experience in customer support role
- GoHighLevel experience is good to have
- 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
Benefits
- Equal Employment Opportunity Employer
- Remote-first environment
- Cultural commitment to creativity, collaboration, and impact
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