Senior Customer Support Specialist

Overview: - HighLevel is a cloud-based marketing and sales platform serving over 60K agencies, entrepreneurs, and 450K businesses globally. - Employs 1000+ individuals across 15 countries, with a strong company culture and remote work options. - Focuses on streamlining marketing efforts and providing comprehensive solutions. Key Responsibilities: - Provide advanced support for escalated product ticket queues. - Assist Customer Support Representatives with live inbound support requests. - Handle escalated outbound and 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 of support requests. - Document client issues with troubleshooting and reproduction steps. - Attend product team meetings and sprint reviews. - Submit knowledge content drafts and major bug information to Support Product Managers. - Provide feedback on escalation notes and customer-facing communications. Requirements/Skills/Qualifications: - BA/BS in Computer Science or equivalent combination of education and experience. - 1+ year of experience with GoHighLevel Product. - Excellent oral and written communication skills. - 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. - Fluent in English with demonstrated verbal and written communication skills. - Own laptop, USB headset or working mic and speakers, USB webcam or quality webcam, and a reliable high-speed broadband connection. Compensation & Benefits: - Not specified in the provided text. EEO Statement: - HighLevel values diversity and inclusive hiring/promotion practices. Reasonable accommodations may be made for individuals with disabilities.