Customer Support Representative

at HighLevel Inc.

Customer Support Representative

HighLevel Inc.

Company

Home

Customer Support Representative

at HighLevel Inc.

Posted by Shahabaj Pattan Khan

2 - 5 yrs

Best in industry

Remote only

Skills

Customer Support

Product support

Technical support

SaaS

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!

Location:

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

Who We Are:

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

Who You Are:

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:

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:

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Read about what our users have to say about finding their next opportunity on Cutshort.

Subodh Popalwar

Software Engineer, Memorres

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About HighLevel Inc.

Founded :

2018

Type :

Product

Size :

100-500

Stage :

Profitable

About

The fastest growing all in one platform for SMB's and digital marketing agencies. CRM, Email, 2-way SMS, phone system, facebook, instagram, WhatsApp, Email marketing, Social media posting, Websites, Funnel Builder, Wordpress hosting & more!

We have a very strong and independent team. We value tinkerers and people with an entrepreneurial spirit. We want people to come to work and explore their curiosity every day. Our growth offers a unique opportunity for the right individual to scale and build world class products.

Some of the perks we offer

100 percent Remote

Uncapped Leave Policy

WFH Setup

Champion Big Problems

Some of the perks we offer

100 percent Remote

Uncapped Leave Policy

WFH Setup

Champion Big Problems

Connect with the team

Apoorva P

Varun Vairavan

Shivam Tiwari

Ashutosh Anand

Karan Agarwal

Nikunj Kanetiya

Anish George

Tony Jacob

Narayana sami

Shah Patel

Chaitanya Korada

Chiranjeevi V

Kapil Modi

Vamshi Verma

Raveesh Agarwal

Amit Kumar

Smit Sonani

Naman Garg

Swapnil Kumar

Yogesh Kumawat

Pragnesh Bhavsar

Mohammed Sayeed

Rishabh Jain

Rishabh Rajput

Sohel Khalifa

Baibhab Mondal

Sibi Sharanyan

Daljeet Singh

Harsh Kurra

Pranoy Sarkar

Shahabaj Pattan Khan

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