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Senior Customer Support Specialist

February, 11

  • usaUnited States
  • usaEE Full-Time
  • usaSupport
  • usaRemote
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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 strong company culture and work-life balance. - Senior Customer Support Specialists (SCSS) provide advanced support, troubleshoot technical product issues, and collaborate with Customer Support Representatives (CSR). Key Responsibilities: - Assist CSRs with live inbound support requests. - Handle escalated outbound and scheduled calls for technical product issues. - Review, manage, and resolve escalated tickets within SCSS Product Area(s). - Conduct follow-ups with clients to ensure timely resolution. - Fully document client issues with advanced troubleshooting steps. - Attend product team meetings and sprint reviews. - Submit knowledge content drafts and major bug information to Support Product Managers. - Provide feedback on CSR's escalation notes and customer communications. Requirements/Skills/Qualifications: - BA/BS in Computer Science or equivalent experience. - Excellent oral and written communication skills. - 2-3 years of experience with inbound/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 via phone, email, or chat. - Comfortable with live Zoom and phone conversations. - Strong customer service, analytical, problem-solving, and interpersonal skills. - Ability to explain complex technical concepts. 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.
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HighLevel

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