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Hapana is a new end-to-end platform for ambitious fitness businesses that want growth and insane member engagement.
Tier 2 Technical Support Agent
Location
California
Posted
118 days ago
Salary
0
Seniority
Senior
Job Description
Tier 2 Technical Support Agent
Hapana
• Manage high volumes of tickets, resolve complex issues, escalate when needed and meet SLA requirements while maintaining accuracy under pressure. • Maintain knowledge of web development concepts including APIs, webhooks and authentication, develop experience with CRM systems, particularly GoHighLevel. • Identify opportunities to improve processes, create knowledge base articles and videos and coordinate support-related data tasks. • Build relationships with CSMs, Development, Product, Onboarding and Sales teams validate technical requirements and ensure stakeholders receive accurate information. • Troubleshoot payment processing, billing concerns, and verification issues; escalate unresolved issues and maintain communication throughout resolution.
Job Requirements
- Experience in technical support or Tier 2 support role, preferably in SaaS or software environments.
- Strong troubleshooting, analytical, and problem-solving abilities.
- Familiarity with APIs, webhooks, and basic web-development concepts.
- Excellent written and verbal communication skills with ability to simplify complex technical issues.
- Strong organisational skills with ability to manage multiple tasks in a fast-paced environment.
- Experience with Stripe or other payment processors is a plus.
- Ability to collaborate effectively across multiple departments.
- Basic experience with CRM platforms (particularly GoHighLevel) is highly advantageous.
Benefits
- Competitive salary, benefits, and wellness perks including fitness initiatives and work-life balance policies
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