Technical Support

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!

Manage inbound and outbound customer calls in a timely manner.

Ability to understand the customers needs and articulate a solution

Research every issue and provide solutions to them

Ability to explain features and benefits without using scripts

Build strong relationships with customers

Meet qualitative and quantitative targets

Work in brick and mortar call center

Requirement-

Previous experience in a call center customer support, sales and or retention

Previous experience with US market

Strong phone and verbal communication skills

Excellent listener and time management skills

Accent Neutral

Additional Advantage

Understanding of USA Credit Bureau, Credit Report and Credit Score culture

Customer Success Associate

Industry Type-BPO / Call Centre

Functional Area-Customer Success, Service & Operations

Employment Type-Full Time, Permanent

1. Excellent communication skills.
2. They should be able to handle inbound calls
3. They must have to provide training to customers.
4. They need to provide Technical help IN software to customers.
5. They must be able to solve problems to clients by calls via emails.
6. Excellent understanding of excel, pages, word, number & Keynote.

Technical Support Engineer, who can assist clients with product issues and help to maintain a high customer retention level. He/She will be responsible for inbound and outbound support tickets from the customer base and addressing customer Technical issues and concerns.

Key Responsibilities :

Manage, maintain, support and troubleshoot the mobile cloud environment and its related mobile devices and suggest adjustments and new system designs for future needs.

Experienced in a tech support role in managing Android, iOS or Windows devices

Work closely with operations and software engineering teams to design and implement scalable and high performance solutions for our platform as a service and internal management tools

Quickly and efficiently troubleshoot simple and complex issues in order to provide outstanding support for internal service level objectives

Deal directly with customers, and respond promptly to customer inquiries

Handle issues by providing the appropriate Root cause of the issue

Identify areas for process and efficiency improvement within Platform Services Operations; recommend solutions and assist in overseeing implementation. Actively facilitate continuous improvement

Technical Skills – Must Have:

Experience on mobile device platforms (Android, iOS, Windows or Mac) 
Knowledge on SAAS product support which has a cloud console -preferably in the mobility space
Working experience with Partners & Customers, Voice and Remote support
Worked on log collection and analyzing tools
Proficient in working on support desk/CRM tools such as Zoho/Zendesk/Salesforce
Experience of issue tracking software such as Jira/Bugzilla/Mantis/Remedy
Resourceful in understanding IT communication, troubleshooting, debugging and maintenance in multi-platform environments.

Nice To Have :

Technical troubleshooting involving monitoring web-app performance, crash analysis etc
Should have basic experience in understanding help docs and articles.
Understanding of MDM, EMM on either of the platforms (Android, iOS, Windows & Mac) can be an added advantage.

Skills :

Must possess strong communication skills in English, both written and verbal
Quick learner and versatile.
Flexible to work in different shifts
Excellent Email communication is a must.
Strong ownership
An excellent problem solver with strong analytical skills

1. Address and resolve applications issues, provide updates and perform root cause analysis.
2. Plan, execute and implement applications and configuration change procedures.
3. Supervise all alerts related to application and system procedures and provide services proactively.
4. Maintain good professional relationships with counterparts of development, Platformsupportand channel partners
5. Gain and maintain expertise in flow of application process and systems related to domain
6. Flexibility - responsibilities may require occasional evening and weekend work.
7. Coordinate across teams and resolve all complex application and system issues ranging in complexity (Low to Critical).
8. Coordinate with departments and QA departments and administer code migrations in various environments and production outputs.
9. Manage all production systems and recommend ways to optimize performance and provide solution to problems and prepare reports for all problems.
10. Follow standards and best practices bring operational efficiencies, stability and availability of the system.
11. Comprehend various metrics on operational dashboards and reports and take corrective actions
12. Manage all development system and recommend ways to optimize performance and provide solutions to problems and prepare reports for all problems.
13. Assisting with systems integration
14. Issue management and problem management - ensuring comprehensive database of queries and resolutions is kept up to date

The Real fit  candidate for this position

 is an energetic, self-motivated individual focused on solving customer problems. He shall be a responsive team player who can proactively contribute to building technical strategies for operations, applications and systems by promoting an understanding of the technology and business roadmap. He /she is someone who thrives in a fun, fast-paced, dynamic, startup-like environment with following key skills

1. Exceptional verbal and written communication skills
2. Listening ability and patience
3. Critical thinking, complex problem solve and Troubleshoot
4. Excellent interpersonal skills in areas such as teamwork, facilitation, and negotiation, and
5. Able to work independently or as part of a team.
6. Ability to explain complex ideas to those with limited IT and systems knowledge.
7. Demonstrate ability to independently learn technologies and process through continuous learning.
8. Ability to work as part of a cross-cultural team including flexibility tosupportmultiple locations when necessary.

RESPONSIBILITIES:

• Plans conduct and lead assignments generally involving moderate, high-budgeted projects or more than one project.
• Manages user expectations regarding appropriate milestones and deadlines.
• Assists in training, work assignment and checking of less experienced developers.
• Serves as a technical consultant to leaders in the IT organization and functional user groups. Subject matter expert in one or more technical programming specialties; employs expertise as a generalist of a specialist.
• Performs estimation efforts on complex projects and tracks progress.
• Works on the highest level of problems where analysis of situations or data requires an in-depth evaluation of various factors.
• Documents evaluate, and researches test results; documents evolution of testing scripts for future replication.
• Identifies, recommends, and implements changes to enhance the effectiveness of quality assurance strategies.

Detailed Job Description:

• Should have experience in Development, Configuration, Implementation, and Support of Salesforce CRM applications based on Apex Language and leveraging Force.com Platform running in Cloud Computing Environments.
• Should work on developing custom objects, custom fields, role-based page layouts, custom Tabs, custom reports, report folders, design of Visual Force Pages, Dashboards, Apex Classes, Controllers & Triggers, VF Components, and various other components as per the client and application requirements.
• Should implement security and sharing rules at an object, field, and record level for different users at different levels of the organization. Also should have knowledge of creating various profiles and configured the permissions based on the organizational hierarchy.
• Should have good experience in design and develop Apex Classes, Controller Classes, and Apex Triggers for various functional needs in the application.
• Should involve in Unit Testing, Test Coverage, and Code Review.
• Should have experience working with Force.com IDE version 23.0, Eclipse IDE, and salesforce.com Sandbox environments.
• Responsible for ensuring the quality of their own work as well as the work of the development team.
• Development responsibilities include doing code review/bug analysis, analyzing development and impacts.
• The candidate should have strong programming, debugging experience, and excellent problem-solving skills.