Senior Customer Support Specialist - Spanish Language Expertise

Overview: - HighLevel is a cloud-based marketing and sales platform serving over 60K agencies, entrepreneurs, and 450K businesses globally. - Employs 1000+ staff across 15 countries, with a focus on company culture, creativity, collaboration, and work-life balance. Key Responsibilities: - Provide advanced support for escalated product ticket queues. - Assist Customer Support Representatives with live inbound support requests. - Handle escalated outbound & scheduled calls for technical product area cases. - Review, manage, and resolve escalated tickets within assigned product areas. - Conduct follow-ups with clients to ensure timely resolution. - Fully document client issues with troubleshooting steps. - Attend product team meetings and sprint reviews. - Submit knowledge content drafts and major bug information to Product Managers. - Provide feedback on escalation notes and customer-facing communications. Requirements/Skills/Qualifications: - Bachelor's degree in Computer Science or equivalent experience. - Excellent oral and written communication skills. - 2-3 years of experience with inbound and outbound phone calls for technical troubleshooting. - 2-3 years of experience in Client Relations and technical customer support. - Proactive motivation to solve technical problems. - Ability to work independently and as part of a team. - Outstanding attention to detail and personal organization. - Self-motivated with the ability to escalate or seek guidance. - Ability to diagnose, troubleshoot, and resolve issues over various communication channels. - Strong interpersonal skills and ability to explain complex technical concepts. 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.