IT Support Field Engg

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!

Company Profile:

A global industry leader in the manufacturing industry for over 90 years, we are dedicated to keeping the world in motion across a diverse range of sectors, from conveyor systems to container cranes. Our cutting-edge drive technology is a cornerstone of modern mechanical and plant engineering, and we continue to shape the trajectory of this field both now and in the future.

Key Facts:

The workforce of over 21,000 worldwide, including 900 engineers and 600 researchers, as well as a significant number of trainees and development professionals. Achieved sales totalling 4.2 billion Euros, reflecting our substantial impact on the industry. Our commitment extends beyond business, as we actively prioritise inclusion, diversity, fair partnerships, and responsible resource utilization. With a presence in 54 countries, we maintain 17 production facilities and 88 Drive Technology Centers across five continents, ensuring rapid response, short delivery times, and personalized on-site assistance to our customers.

Responsibilities:

• Conduct on-site service visits for the commissioning of inverters.
• Provide online service support to customers and branch engineers via telephonic conversations for electronics service and commissioning.
• Perform on-site service for SEW's electronics products, effectively diagnosing and resolving issues.
• Maintain thorough service documentation for all conducted services.
• Act as the primary contact for Germany, providing application and technical support for electronics products in collaboration with the Manager of D&A.
• Contribute to application engineering by developing new applications for complete drive management, in coordination with the Manager of D&A.
• Assist the repair department in critical or crisis situations.
• Offer technical support for switching cabinets through local vendors as per customer requirements.
• Ensure the maintenance and proper functioning of the Service centre, tools, equipment, and timely calibration.
• Provide training on service and application development for both customers and SEW employees.
• Maintain the Quality Manual System.

Authorities:

• Plan and execute Electronics Service Jobs on-site based on priority, jointly with the Manager of D&A.
• Make decisions regarding component replacement during job execution, in collaboration with the Manager of D&A.
• Possess authority to certify warranty cases on-site or in-house, working jointly with the Manager of D&A.

Dimensions:

• Handle approximately 40 service jobs per year.
• Contribute to the execution of 8 to 10 new application projects annually.

Profile:

• Education: Bachelor's degree in Electrical / Electronics from a recognized institute.
• Experience: Minimum 2-3 years in Drives & Automation.
• Skills: Proficient in servicing or maintaining drives and automation products. Good communication skills would be an added advantage.

What We Offer:

• An open and transparent working culture with clearly defined job responsibilities.
• Opportunities for outstanding employee development through structured training and mentoring.
• Personalized training and support from experienced managers and colleagues.
• State-of-the-art facilities and working conditions, utilising cutting-edge technology.
• A responsible organization committed to energy efficiency, social responsibility, and environmental protection.

JD/Skills:-

L1 Tech Support, application support.

Good on SQL Queries.

Decent comm skills.

This will be Mumbai Location.

5 days working.

CTC is good as per market norms.

Job Responsibilities:

• Having a proactive customer support approach
• Testing product features as assigned
• Build & strengthen customer relationships
• Lead scoring and qualification
• Manage incoming chats, emails and handle appropriate follow-up calls and emails
• Address, resolve, and record any customer issues that arise pertaining to business growth, billing, and general account satisfaction
• Demonstrate the value of the platform to our customers every day by providing amazing customer support
• Maintain existing customer success metrics and data as directed

Job Requirements:

• Excellence at Googling stuff and spoken English
• Ability to meet deadlines and decent depth of thought process
• Capable of operating without much supervision while still producing results
• Not being camera shy and great presentation skills
• Motivation to pursue customer success as a career
• Understanding the basics of customer support such as treating customers with respect, empathy, and understanding
• Technical understanding and ability to troubleshoot and resolve technical problems

Note: The applicant should be comfortable with both the timings, Day Shift Timings as well as the US Shift Timings.Shifts will be rotational.

Brownie Points If - You are great at video presentation and love engaging with customers through videos

• Responsible for providing L1/L2 technical enablement to company customers/partners for any product issues 
• Ensure that the customer issues are managed within target Service Level Agreements (SLA) and all the incoming technical and product inquiries are responded to, in a timely, professional and effective manner. 
• Participate in solution development and publications for the company knowledge base resources 
• Report common user issues, suggest product improvements and convey important product feedback 
• Formulate action plans (technical and operational) for analyzing and resolving reported product issues 
• Stay updated on all product features- current, new & in the pipeline. Work closely with the Product 

Our Ideal Candidate:

• Comes with 2 to 6 years of Technical & Customer-Facing experience, preferably in a System Engineer, Technical Support, or Product Support role 
• Preferably someone from Engineering / MCA background
• Possesses thorough knowledge of Javascript, CSS & HTML 
• Gets a thrill in solving everyday problems. 
• That zeal to not let go of a customer without a solution. 
• Demonstrates impeccable communication and interpersonal skills, and the confidence to work directly with senior executives from large enterprise companies   
• Flexible to align with customers from the North American (9 PM to 6 AM), European (1 to 10 PM), or A&Z (6 AM to 3 PM) time zones, on a rotational basis 

Responsibilities

• Interact with the Velocity customers via phone, email or video conference and by demonstrating the highest level of urgency, resolve customer issues in a timely manner. 

• Build and maintain excellent relationships with clients and achieve the highest level of customer satisfaction.

• Work as part of our extended support team in a startup atmosphere, doing whatever it takes to exceed customer expectations

• Be an Owner and respond to internal inquiries related to Velocitysystems, products and processes. Interact with multiple third-party vendors to resolve the issues

• Understand the technical application of the Velocity suite of products and services

• Partner with Customer Success, Sales, Engineering and Product teams to resolve sophisticated problems with potentially costly and far-reaching consequences 

• Write it Down: identify and create documentation that Empower Others 

What do you need?

• 3+ years of relevant experience in Customer Success

• Have an understanding of web applications, REST APIs, DB Systems

• Experience with JavaScript, Ruby, Perl, or Python programming

• Prior knowledge of DBMS, SQL

• Past experience of using tools like Postman, Kibanna, 

• Strong analytical and problem solving skills.

• Strong debugging skills. Instinctive ability to subdivide problems into basic components in order to efficiently pinpoint root cause of issues.

• Team player with solid communication and presentation skills

• Good interpersonal communication and customer service skills are needed to work successfully with customers in high stress and or ambiguous situations