Customer Support Manager

Location:

This is a 100% remote opportunity for applicants residing in India.

Who We Are:

HighLevel is an all-in-one, white-label marketing platform for agencies & consultants. Our goal as a business is to create a sustainable, powerful, “all things marketing” operating system that creates limitless opportunities for our customers. With 60,000 customer base, we need people like YOU to help us grow and scale even further in the coming years.

We currently have 850+ employees worldwide, working remotely as well as in our headquarters, which is located in Dallas, Texas.

Our goal as an employer is to maintain a strong company culture, foster creativity and collaboration, and, above all, encourage a healthy work-life balance for our employees wherever they call home. At HighLevel, we require our team members to be on camera for all customer, peer and supervisor interactions. Want to learn more? Check out our website: www.gohighlevel.com. 

Who You Are: 

The primary role of the Customer Support Representative would be to act as a technical resource to our customer base for HighLevel’s suite of software features. A qualified Customer Support Representative possesses the ability to troubleshoot product issues and has experience supporting software solutions preferably within the technology industry.

What You’ll Do:

Today: 

• Provide exceptional customer service inclusive of excellent communication, responsive follow-through, and advocacy for customer issues within internal departments.
• Use judgment within defined practices and procedures.
• Work directly with other support team members of all levels, as needed.
• Maintain solid customer relationships by handling their questions and concerns with speed and professionalism.
• Be accessible and available to multiple customers.
• Establish priorities and communicate rationale and time-frame clearly to customers.
• Suggest articles to the knowledge base in an effort to promote self-help for our customers.
• Be readily available with camera on to assist customers via Zoom video calls and address their questions or concerns.

Soon:

• Receive and record incident-related information over the phone, chat, email (and other) channels using a variety of tools, techniques, and procedures.
• Conduct analysis, gather information (i.e. click steps, logs, screenshots), and troubleshoot customer issues.
• Resolve issues that require a broad range of troubleshooting skills related to software functionality/configuration, the Internet, hardware, networking, and general technical issues pertaining to HighLevel’s software solution.
• Work directly with team members to resolve customer issues and request enhancements for our products.
• Actively contribute to a growing knowledge network that improves the effectiveness of our team and the information available to our customers.
• Participate in the testing of new product releases.

Eventually:

• Resolve or recommend resolutions to customer problems.
• Other duties may be assigned and/or modified as business needs change.

What You’ll Bring: 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Experience/Education/Certifications Required:

• 2+ years of prior technical support experience in a product based organization preferably B2B SaaS fielding and resolving technical inquiries in a well-structured professional manner
• Strong technical aptitude, analytical and troubleshooting skills.
• Demonstrated ability to maintain self-control while defusing stressful customer situations.
• Excellent customer service attitude.
• The ability to be a team-player as well as work independently. 
• Excellent note-taking skills.
• Experience with ticketing systems.
• Experience working with a combination of inbound calls, chats, and follow up emails to the customer for exceptional customer service.

Additional Skills Required: 

• Fluent in English.
• Demonstrated verbal and written communication skills.

EEO Statement:

At HighLevel, we value diversity. In fact, we understand it makes our organization stronger. We are committed to inclusive hiring/promotion practices that evaluate skill sets, abilities and qualifications without regard to any characteristic unrelated to performing the job at the highest level. Our objective is to foster an environment where really talented employees from all walks of life can be their true and whole selves, cherished and welcomed for their differences, while providing awesome service to our clients and learning from one another along the way!

Job Description:

The Technical support analyst is responsible for troubleshooting & fixing the application & technical issues for our Clients with an exp. of around 0 - 2 yrs experience. 

Technical Support analyst must be able to assure complete Client satisfaction through all stages of the operations process. Must be able to establish and maintain strong relationships throughout the business process.

Key Responsibilities:

• Proactively connected with Clients.

• Resolving Technical issues in a timely manner.

• Training and educating Clients on our Products & Solutions.

• Assisting Software Engineers on issues.

• Providing feedback on product development in a timely manner. 

• Auditing error Plans to reduce rework with the aim of providing Scalable Products.

Skills and Specifications:

• Excellent Communication & Analytical Skills.

• Willing to work on US shift (Voice Process)

• Interpersonal Skills with a great attitude.

• Good Knowledge if Enterprise Applications, Systems & Technologies.

• Self-motivated; demonstrating the ability to achieve the Client satisfaction with minimal supervision

• Comfortable in the dynamic atmosphere of a technical organization with a rapidly expanding Client base.

• Organized, flexible and multitasking. 

• • Persistent with a team attitude.

1. Build strong, long-term relationships with customers by staying in constant communication and efficiently resolving issues with alternate solutions tailored to individual needs.
2. Serve as a product, company and industry ambassador, keen on educating prospects and customers on the capabilities of product/features.
3. Conduct weekly, quarterly and annual customer success reports to ensure customers optimise our product/service, issues are resolved proactively and customer goals are met.
4. Evaluate risk management for each customer and proactively evade dissatisfaction or lost business and ultimately drive retention throughout the customer life cycle.
5. Identify and prioritize product updates that reflect customer requests, industry, market and competitor trends and report to key stakeholders.
6. Provide insight and relay the voice of customers with internal teams, including Sales, Marketing, Product, Technical Support, Operations, Finance and Engineering.

Responsibilities

• Manage incoming calls, chat and emails from customers in a prompt and swift manner

• Identify & assess customer’s needs, clarify information and provide solutions and alternatives wherever applicable

• Manage and resolve customer complaints, escalate to concerned authority when necessary

• Build sustainable relationships and trust with customers through open and interactive communication

• Provide accurate & complete information to improve customer satisfaction leading to noticeable results

• Maintain records of every interaction and forward to concerned team member whenever necessary

Who can apply:

• Graduate from any stream
• 2+ years experience in a customer support role

• Strong Track record of performance 

• Strong listening , written and verbal communication skills

• Customer focus and adaptability to different personality types

• Ability to multitask, set priorities and manage time effectively

• Must be fluent in English, proficiency in other languages is an advantage.

• Familiarity with working Freshdesk/Zendesk/Zoho Desk is desirable 

Responsible for planning, implementing and directing the sales activities of the company in a designated area to achieve sales objectives.

Duties and Responsibilities

• develop a sales strategy to achieve organizational sales goals and revenues
• set individual sales targets with the sales team
• delegate responsibility for customer accounts to sales personnel
• co-ordinate sales action plans for individual salespeople
• oversee the activities and performance of the sales team
• ensure sales team have the necessary resources to perform properly
• monitor the achievement of sales objectives by the sales team
• liaise with other company functions to ensure achievement of sales objectives
• evaluate the performance of sales staff
• provide feedback, support, and coaching to the sales team
• plan and direct sales team training
• assist with the development of sales presentations and proposals
• develop online sales platforms
• co-ordinate and monitor online sales activity
• investigate lost sales and customer accounts
• track, collate and interpret sales figures
• forecast annual, quarterly and monthly sales revenue
• generate timely sales reports
• develop pricing schedules and rates
• formulate sales policies and procedures
• help prepare budgets
• control expenses and monitor budgets
• maintain inventory control
• conduct market research and competitor and customer analysis
• analyze data to identify sales opportunities
• develop promotional ideas and material
• attend trade meetings and industry conventions
• cultivate effective business relationships with executive decision-makers in key accounts

Education and Experience

• business degree or related professional qualification
• experience in all aspects of planning and implementing sales strategy
• technical sales skills
• proven experience in customer relationship management
• knowledge of market research
• experience in managing and directing a sales team
• relevant product and industry knowledge

• solid understanding of digital sales platforms
• experience with relevant software applications

Key Competencies and Skills

• excellent written and verbal communication skills
• organization and planning
• problem analysis and problem-solving
• information management
• team-leadership
• formal presentation skills
• persuasiveness
• adaptability
• innovation
• judgment
• decision-making
• stress tolerance

Job Type: Full-time