Customer Support executive

Who We Are:

HighLevel is an all-in-one, white-label marketing platform for agencies & consultants. As a profitable, disruptive, and fast growing SaaS company, they caught the eye of many and recently raised $60M in funding. Headquartered in Dallas, Texas, many team members work for the company remotely from around the world while maintaining a strong company culture and work-life balance. Want to learn more?

Check out our website:

www.gohighlevel.com

Who You Are:

You are searching for an opportunity to impact the experience of SaaS customers at the very start of their customer journey. Providing them with world class engagement the moment they start their trial of the HighLevel platform. Your creative and strategic problem solving skills allow you to meet the demands of our prospective customers by intelligently speaking to the solutions HighLevel offers and how it will benefit their business. Our results based atmosphere will give you the autonomy to work independently on some projects and collaborate with various departments on others. Our prospective customers will look to you as a subject matter expert on how the HighLevel platform fits into their business strategy and to make them successful. Tie it all together with an all hands on deck attitude and excellent communication skills and this is the job for you.

This role is 100% remote.

What You’ll Do:

● Engage and nurture new customer relationships.

● Align solutions to the customer’s goals, needs and objectives.

● Develop strong rapport with a pipeline of new business customers through inbound customer engagement.

● Leverage all top of funnel customer demographic information to craft a relevant customer centric demonstration of the HighLevel platform that drives maximum trial conversion.

● Learn, understand, and be able to articulate the Value Proposition of the HighLevel platform to impact conversion to trial metrics.

● Conduct consultative trial engagements for HighLevel’s sales process via phone, SMS, email, and ticketed support driving them to the best trial for their business.

● Collaborate with customers, cross-functional teams, and subject matter experts to identify compelling solutions.

● Work efficiently in a team setting on projects to successful completion.

● Exercise judgment in developing and implementing methods and techniques to obtain desired results following industry best practices.

● Deliver right-sized technology solutions/services within the allocated budget.

● Provide technical support to customers, if needed.

● Develop technical documentation in order to optimize demo environments.

● Support business development and marketing initiatives by meeting with customers and prospective customers, attending industry events, and giving presentations.

● Complete other duties as required/assigned.

What You’ll Bring:

● Bachelor’s Degree or Equivalent SaaS Experience is strongly preferred.

● 2-4 Years of previous customer service experience in a relevant capacity, preferably in Customer Success or Tech Support.

● A strong technical aptitude to help our users succeed with the HighLevel software.

● Experience working with and or ability to learn the use of various CRM Systems.

● Working Knowledge of the following applications is strongly preferred. Google Suite, Zoom, Facebook, Instagram, LinkedIn and other social media.

● Working Knowledge of topics such as Social Media Management, Social Media Advertising, Website/Funnel Building, and SEO.

● Demonstrated experience to learn quickly and apply new technologies to solve problems.

● Ability to develop and maintain deep knowledge of customers, data, business, and markets.

● Demonstrated ability to communicate well with colleagues and customers, both written and oral.

● Ability to pass a pre-employment background check.

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!

• Excellent verbal & written communication skills.
• Manage Email Process- Payment, Refunds, Cancellation etc.
• Responsible to provide timely & effective resolutions to customers through emails, chat, etc.
• Knowledge of payments and fintech would be plus

About Rippling

Rippling is the first way for businesses to manage all of their HR & IT—payroll, benefits, computers, apps, and more—in one unified workforce platform.

By connecting every business system to one source of truth for employee data, businesses can automate all of the manual work they normally need to do to make employee changes. Take onboarding, for example. With Rippling, you can just click a button and set up a new employees’ payroll, health insurance, work computer, and third-party apps—like Slack, Zoom, and Office 365—all within 90 seconds.

Based in San Francisco, CA, Rippling has raised $1.2B from the world's top investors—including Kleiner Perkins, Founders Fund, Sequoia, Bedrock, and Greenoaks—and was named one of America's best startup employers by Forbes (#12 out of 500).

About the role

We are building a world-class Support team - committed to helping customers realize the full potential of Rippling. Team members focus on getting our customers back on course when challenges arise and contribute to internal discussions around product enhancements. 

If you are the type of person to look at a flight of 10,000 stairs, pause, get a bit excited, and then seize the moment - you have what it takes!

What you will do

• Take charge of payroll issues for customers from start to finish - while working in a dynamic and fast-paced environment
• Leverage chat, email, and video conferencing functionality to help our customers optimize Rippling to administer payroll processing, quarterly/yearly taxation & filings, and banking & payments inquiries 
• De-escalate and resolve issues by leveraging platform and industry expertise 
• Work well under time constraints and meet schedules; at times with unexpected deadlines, to ensure client’s payroll needs are met
• Build mental muscle and become a product expert - you'll be a go-to resource for both customers and coworkers 
• Interact with cross-functional teams to identify areas where we can better serve our customer base through automation or added features

What you will need

• Bachelor's degree or equivalent work experience
• Ability to work 6:30 PM IST, 5:30 AM IST
• Demonstrated experience problem-solving with attention to detail
• Organizational skills and experience improving processes
• Written and verbal communication skills
• Flexibility with changing job duties and responsibilities
• Time management skills and ability to prioritize
• Nice to have (not required): Bilingual in French-English

Job Description

Company Background

Workplace Fabric (WF) is focused on using Technology to create the most efficient and effective working environments. Using patented sensor technology, data analytics and innovative displays WF helps office users get the best out of their workspace while enabling a business to fully understand the utilisation of an office building.

Most customers are seeing how >20% savings can be achieved as well as creating a much improved working environment for staff and reduced service cost. The business has installations in 50 cities around the world with major blue-chip companies as customers. The business has a cash generative business model and is set for accelerated growth; a very exciting time to join a rapidly growing company.

Overview

The exciting opportunity has become available as a result of company growth and opportunities. The Technical Customer Service position will be working with a friendly professional team and the ideal candidate will provide technical support to clients located worldwide.

To provide training and support for clients who experience issues with equipment, compile clear guides for client and review data trends from the system, carry out root cause analysis when technical issues arise and provide necessary guidance to achieve resolution.

Supporting clients with their requests in relation to their Freespace products and solutions, carry out training sessions on products and analytics dashboard along with return to work solutions.

The Role

• Training clients on products, services, applications, maintenance & analytics dashboard
• Understand client requirements/issues & presents solutions as necessary
• To action ticket requests within Service Level Agreement & clearly articulate updates to clients
• Always looking at ways to improve internal systems and processes
• Prepare client quotes for additional services or products & issue invoices
• Review information and act upon findings
• To be involved in technical discussions in relation to Routers, Access Points, Wifi & Internet connectivity issues
• Interpret and manipulate data
• Prepare documentation to share with clients following site visit
• Facilitate client meetings, sharing information and training
• To understand the functionality of all the Freespace products to support client with their needs
• Carry out any reasonable ad-hoc requests

Working Hours

2: 30AM to 10:30AM IST – Monday to Friday

On call support (only for critical issues) – Alternate weekend

The Person

• Positive can-do attitude, good manner with initiative
• Technical understanding in relation PCs, Networking, Displays, Wireless
• Customer focused & excellent communication skills are essential
• Ability to make decisions, compile reports based on data analytics
• Able to work fast and solve problems under pressure at times of high workload and competing priorities
• Remain focused, composed, optimistic and flexible in difficult situations; resilient and bounces back from failures or disappointments
• Focuses on results and desired outcomes and how best to achieve them
• Comfortable working with ambiguity & to question to gain full understanding
• Displays an ongoing commitment to learning and self-improvement
• A willing and helpful person who thrives on providing support for the team to achieve their goals

Qualification/skills

• Basic knowledge of PCs, Networking, Displays, Wireless
• Validating analytics data
• Discretion with confidential client information
• 3+ years customer service experience within a technical industry
• To have an interest in the build environment or architecture
• A Financial background is desirable
• Proficient in Microsoft Excel & Word is essential
• Excellent communication skills – presentation, written and verbal
• Ability to prioritise workload and problem solve
• Good research skills and attention to detail

• Employee need to attend the calls and help the existing customer with there queries .
• There are no Targets 
• No sales
• Inbound Process.

Facility :

1. Pick and drop
2. Rotational Shifts
3. Rotational offs
4. Bank Holidays offs

• Customer Service - Delivering efficient and friendly responses to customer across different channels (main responsibility)
• Credit Risk - Evaluate loan applications for new borrowers applying for Branch loans, find and prevent fraud (main responsibility)
• Servicing & Collections - Proactively reaching out to borrowers who have missed payments
• Product - Escalating customer feedback and IT bugs to help improve our product
• Finance - Manage refunds, repayments, and other payment processes
• General - various administrative projects as needed

• 1-2 years of previous job experience in customer service
• Passionate about our mission and our customers
• Highly entrepreneurial, proactive, and willing to get your hands dirty
• Excellent communication skills, both oral and written
• Good grammar, spelling and punctuation
• Driven by data and highly analytical, good understanding of excel preferred
• Good typing speed (ideally above 45 wpm)
• Ideal candidates will be extremely flexible with scheduling e.g. willing to work on weekends and occasionally holidays

• You are required to take an online typing speed test through the link below
• Go to http://www.typingtest.com/">http://www.typingtest.com/ to complete a type speed test.
• On the left, select English, 1 minute, and Aesop's Fables.
• Click the green "Start Test" button.
• Please upload a screen shot of your typing test results as part of your cover letter.