Customer Support executive (Domestic)

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 over 60,000 customers, we need people like YOU to help us grow and scale even further in the coming years.

We currently have 600+ 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: 

As an Advisor your sole responsibility is positioning yourself as the subject matter expert on software business growth through the effective use of technology. The Advisor utilizes their expertise in business process/change management and software technologies by implementing software best practices and ensuring adoption and success with HighLevel software. Including detailed onboarding playbooks and building relationships with customers, business needs, and company. 

What You Will Be Doing:

• Listen and fully understand customer requirements and ‘pain points’ and translate customer requirements into implementation plans.
• Develop, coordinate, and execute implementation/upgrade/conversion project plans, task schedules, and resource activities to ensure on-time and effective project delivery. 
• Design, create and manage applications, and software integration/migration deployments. 
• Implementation services are delivered within scope or manage any changes in project scope, identify potential issues and collaborate with leadership when needed, to develop contingency plans.
• Working with other departments and personnel to ensure information on customer needs are communicated.
• Follow up relentlessly with lagging or non-engaging accounts to ensure they implement HighLevel successfully in their business.
• Assist in Educational webinars, workshops, and more.
• Staying up to date with product features and releases. 
• Identifies opportunities to streamline procedures, enhance revenue and improve product efficiency. 
• Updates customer journey playbooks. 
• Demonstrate technical acumen to convert plans into workable solutions.
• Communicate a passion for customer success with a team player attitude.
• Monitor, anticipate, and exceed customer adoption and usage metrics (i.e., renewals and net promoter scores).
• Conduct analysis of approved customer content and create a transition plan or migration plan.
•  Advise customers on best practices, risks, and changes that impact institutional processes and timelines.
• Responsible for driving consulting milestones and achieving the agreed-upon implementation schedule.
• Provide guidance to customers to address critical and/or outstanding issues impacting the successful Implementation.
• Actively lead the consulting engagement throughout the implementation.
• Drive collaboration between internal functional teams and customers to achieve milestones and deliverables.
• Handle basic support requests during the implementation phase.
• Develop a strong rapport with new accounts to ensure they are enthusiastic about HighLevel and set up for long-term success.
• Always looking for ways to improve our onboarding delivery.
• Maintain product knowledge and consistent education.
• Cross-training with other success functions. 
• Other duties may be assigned and/or modified as business needs change

What You'll Bring:

• Associate degree or equivalent work experience and a minimum of two years of Customer success/software implementation/consulting experience or technical support.
• 2-3 years of experience using HighLevel or other similar vertical solutions.
• Strong skills, tact and diplomacy in dealing with sensitive customer issues, with exceptional follow-through ability and communication skills. 
• Ability to handle multiple tasks in a fast-paced environment.
• Knowledge of internal systems preferred (HighLevel, Freshdesk, etc.).
• Strong understanding and proficiency in software solutions and professional service offerings.
• 2+ years of customer consulting work experience preferred.
• 2+ years of marketing experience is a plus!
• Strong verbal and written communication skills.
• IT technical skills and platform integrations.
• Experience in managing a diverse group and training each according to company standards.
• Great communication skills, verbal, written, and presentation capabilities with both customers and leadership.
• Self-starter, with a strong sense of ownership, assertive follow-through, and a passion for the highest level of customer satisfaction.
• Ability to handle the ambiguity that arises from time to time in a dynamic and fast-paced collaborative work environment.
• Strong analytical and organizational skills with superior attention to detail.
• Ability to produce high-quality documents, SOP’s and customer journey Playbooks. 
• Strong computer literacy, including MS Office Suite, Internet applications, and comfort and ability to advance technically.

This role is 100% remote for residents of India.

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!

Join Us in Pioneering the Future of Recycling

At Jules AI, we are on a mission to empower recyclers with the best of what digital technology can offer and as a result contribute to a greener planet.Our SaaS platform, is designed to dramatically automate recycled materials procurement and sales processes. We operate with an agile and globally distributed team across multiple continents, including Canada, Europe, and Asia.

Who we are looking for

• As a Technical Configuration and Setup Expert at Jules Trade, you will play a critical role in the onboarding process of our clients, understanding their business niche, client challenges, and ensuring that their setup on our platform is configured to meet their specific requirements. 

• You will lead the configuration and setup of customer accounts based on requirements shared by the Customer Success (CS) team, provide technical and configurational support using advanced software tools, and manage confidential client data with utmost integrity.

Key Responsibilities

• Lead the onboarding process for new clients, understanding their business model, niche, and specific challenges to ensure a smooth transition to the Jules Trade platform.
• Configure and set up customer accounts based on specific requirements provided by the CS team, ensuring a tailored experience for each client.
• Provide advanced technical support using software tools such as Carbone.io, DBeaver, Papertrail, Postman, Redis/Medis, and Microsoft Word, along with leveraging AI technologies like ChatGPT for innovative solutions.
• Manage sensitive client data securely, ensuring accurate data mapping for an efficient user experience on our platform.
• Employ creative problem-solving skills to meet technical and configurational requirements of clients, thinking outside the box to find effective solutions.
• Offer proactive recommendations to clients for optimizing their use of the Jules Trade platform, enhancing their trading efficiency and productivity.
• Contribute to the team by sharing knowledge, skills, and ideas to improve overall performance and service delivery.

Required Skills and Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• Proven experience in technical support, IT configuration, or a similar role, preferably in a trading or fintech environment.
• Strong proficiency in using advanced software tools such as Carbone.io, DBeaver, Papertrail, Postman, Redis/Medis, and Microsoft Word.
• Experience with AI technologies like ChatGPT and ability to apply them creatively to solve customer challenges.
• Solid understanding of data management principles and experience in handling confidential information with integrity.
• Excellent problem-solving skills and the ability to think creatively to fulfill customer technical and configurational requirements.
• Strong communication and interpersonal skills, with the ability to work closely with the Customer Success team and interact effectively with clients.
• Ability to provide insightful recommendations for platform optimization and contribute to team performance improvement.
• Highly organized, detail-oriented, and capable of managing multiple tasks simultaneously in a fast-paced environment.

Grow, develop and thrive with us

• As a global company, we treasure and encourage diversity, perspective, interest, and representation through inclusivity. The more we have, the better the solution.
• Connect and work with leading minds from the recycling industry and be part of a growing, energetic global team, across time zones, regions, offices and screens.
• Exposure to developments and tools within your field ensures evolution in your career and skill building.
• We adopt a Bring Your Own Device policy and encourage flexibility and freedom in how you work through competitive compensation and yearly appraisals
• Health insurance coverage, paid vacation days and flexible work hours help you maintain a work-life balance
• Have the opportunity to network and collaborate in a diverse community.

Are You Ready for the Challenge?

If you are a proactive problem solver passionate about technology and business integration, committed to delivering exceptional results, we invite you to join us in shaping the future of the recycling industry at Jules AI.

Apply to us directly: https://nyteco.keka.com/careers/jobdetails/33546

As a Technical Support Specialist, you will provide the highest level of support to every customer, through every interaction. You will work closely with other teams (onboarding, customer success, and engineering) to ensure that customer accounts have the technical support necessary to be set up for success. You will manage and troubleshoot third-party integrations, build and use technology resources for the Customer Experience and Solutions team, and act as an escalation point for the rest of the team.

We’re looking for someone who is highly-motivated and detail-oriented. You’re also passionate about people as much as you are about getting your work done. You have a natural fluidity and thoughtfulness to your written and verbal communication with customers. On top of that, you’re incredibly organized, handling multiple responsibilities at the same time without letting a single ball drop. 

Our perfect team member has a customer-first attitude with a strong sense of empathy. More importantly, you have a natural curiosity and aptitude for technology and can quickly learn how to use new tools.

Past experience in technical customer support (email, phone, chat or live) is definitely a plus. If this sounds like you, we’d love to hear from you!

• You will be the face of QDC, handling inbound interactions through (chat, email, phone and remote session)
• Learn to triage incoming customer inquiries and the process of escalating them by working with various team members to resolve and close tickets in pre-defined SLA.
• Reproduce customer issues and log tickets to be solved by the engineering team.
• Guide users on product features and train them to use it effectively.
• Build and maintain the resources required for technical support. (Walkthrough, set up guides, help tutorials, emails, and video tutorials)
• Take handover from the onboarding team by understanding customers' persona, their pain points, and expectation. 
• Rigorously measure support SLA & metrics and improve it continuously.
• Maintain regular communications with customers about new feature developments and enhancements to the product. 
• Consistently gain product knowledge and work towards improvements on internal processes by identifying the existing bottlenecks.

• At least 2+ years of work experience in a customer-facing role such as Customer Support, Account Management, Sales, Corporate Training, etc. 
• Strong problem-solving skills, technical and analytical aptitude with the ability to quickly learn and adopt technical products.
• Ability to understand a software product and its nuances very well.
• Experience managing customer interactions effectively.
• Previous B2B SaaS and enterprise software experience.
• Excellent written and verbal communication skills.
• Ready to work in US Shift in the future when required.

We are on a mission to make Dry Cleaners and Laundry business winning in the digital era.

We believe in 

• Helping traditional laundries to come at par with digital businesses: Traditional We help laundry businesses adopt modern technology and deliver the customer experience that today’s digital businesses like Swiggy, OLA and Flipkart are delivering. We feel successful when we hear stories like https://www.youtube.com/watch?v=EbB828K28zs&;feature=emb_title">these.
• Building a large profitable business: We envision building a capital-efficient, large profitable business to achieve our mission of making laundry business win. This means less dependence on investors & more ownership with the team. We are one of the few profitable Indian SaaS startups buildinghttps://valuesaas.co/"> value SaaS
• Employee Wellness <> Customer Success: We give as much importance to each team member’s personal & professional success as much as we care about our customer's success. We believe it’s all about balance.

Our impact so far

• 3 Billion garments processed through QDC Dry Cleaning Cloud
• 47 countries
• 1000+ Paid subscribers
• 5000+ Users
• All this could be achieved with a nimble team of 20 from our single office in Noida

• Freedom & Responsibility: If you are a person who wants to take up challenging work & push your boundaries with no one monitoring you, then this is the right place for you. There are no hierarchies. No managers to please.
• Holistic Growth: Building a career doesn’t have to be at the cost of missing out on your personal front. We believe that professional success is worth it when the personal goals are nurtured with equal importance. We will support you all in on that journey of yours.
• Transparency: If you ever wanted to know what it’s like to be on an entrepreneurial journey, then working with QDC gives you that opportunity to experience it all first hand.

• Great Environment: We spend more time of our day at work than at home while awake, so it is important that we feel comfortable in our workplace. Our office space is fun and the team is funnier. We never miss out on any opportunity to have fun. We don’t experience Monday blues rather we have Monday excitement.

• Excellent troubleshooting skill.
• Functional knowledge either SAP PM, SAP ISU,would be a plus
• Knowledge on enterprise mobile application would be
  a plus.