Customer Support Representative

Overview: - HighLevel is a cloud-based, all-in-one white-label marketing and sales platform. - Empowers marketing agencies, entrepreneurs, and businesses to enhance digital presence and drive growth. - Company culture emphasizes creativity, collaboration, and work-life balance. - Serves a diverse customer base, including over 60K agencies, entrepreneurs, and 450K businesses globally. Key Responsibilities: - Provide exceptional customer service, including responsive follow-through and advocacy for customer issues. - Use judgment within defined practices and procedures. - Work directly with support team members of all levels. - Establish priorities and communicate clearly to customers. - Suggest articles to the knowledge base for self-help. - Be available for Zoom video calls to assist customers. - Record incident-related information over various channels. - Conduct analysis, gather information, and troubleshoot customer issues. - Resolve or recommend resolutions to customer problems. - Participate in testing of new product releases. Requirements/Skills/Qualifications: - 2+ years of prior technical support experience in a product-based organization, preferably in B2B SaaS. - Strong technical aptitude, analytical and troubleshooting skills. - Ability to maintain self-control in stressful situations. - Excellent customer service attitude and team-player skills. - Excellent note-taking skills. - Experience with ticketing systems. - Experience handling inbound calls, chats, and emails for customer service. - Demonstrated verbal and written communication skills. - Fluency in English. Compensation & Benefits: - Not specified in the provided text. EEO Statement: - HighLevel values diversity and inclusive hiring/promotion practices. - Committed to creating an environment where employees from all backgrounds can thrive. - Reasonable accommodations may be made for individuals with disabilities.