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. - Headquarters located in Dallas, Texas, with remote work options. 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. - Handle customer queries and concerns with speed and professionalism. - Be available for multiple customers, establish priorities, and communicate clearly. - Suggest articles to the knowledge base for self-help. - Assist customers via Zoom video calls. - Record incident-related information over various channels. - Conduct analysis, troubleshoot issues, and resolve problems related to software functionality, configuration, and technical issues. - Participate in testing of new product releases. - Resolve or recommend resolutions to customer problems. Requirements/Skills/Qualifications: - 2+ years of prior technical support experience in a B2B SaaS fielding environment. - Strong technical aptitude, analytical and troubleshooting skills. - Ability to maintain self-control in stressful situations. - Excellent customer service attitude. - Team-player and independent work skills. - Excellent note-taking skills. - Experience with ticketing systems. - Experience with inbound calls, chats, and follow-up emails. - Fluent in English with verbal and written communication skills. - Own laptop with USB headset, webcam, and high-speed broadband connection. Compensation & Benefits: - Not specified in the provided text. EEO Statement: - HighLevel values diversity and inclusive hiring practices. - Committed to creating an environment where employees from all backgrounds can thrive. - Reasonable accommodations may be made for individuals with disabilities.