Senior Customer Support Specialist
About UsHighLevel is a cloud-based, all-in-one white-label marketing and sales platform that empowers marketing agencies, entrepreneurs, and businesses to elevate their digital presence and drive growth. We are proud to support a global and growing community of over 2 million businesses, from marketing agencies to entrepreneurs to small businesses and beyond. Our platform empowers users across industries to streamline operations, drive growth, and crush their goals.HighLevel processes over 15 billion API hits and handles more than 2.5 billion message events every day. Our platform manages 470 terabytes of data distributed across five databases, operates with a network of over 250 microservices, and supports over 1 million domain names.Our PeopleWith over 1,500 team members across 15+ countries, we operate in a global, remote-first environment. We are building more than software; we are building a global community rooted in creativity, collaboration, and impact. We take pride in cultivating a culture where innovation thrives, ideas are celebrated, and people come first, no matter where they call home.Our ImpactEvery month, our platform powers over 1.5 billion messages, helps generate over 200 million leads, and facilitates over 20 million conversations for the more than 2 million businesses we serve. Behind those numbers are real people growing their companies, connecting with customers, and making their mark - and we get to help make that happenLearn more about us on ourYouTube ChannelorBlog PostsWho you are:
Senior Customer Support Specialists (SCSS) are subject matter experts on assigned Products and Features. The core duties of the SCSS are to provide advanced support for assigned escalated Product ticket queues as well as work alongside Customer Support Representatives (CSR) to resolve on-demand inbound support requests. Senior Customer Support Specialists review the escalated ticket notes provided by Customer Support Representatives and follow the escalation procedures as needed to troubleshoot and resolve these tickets. Roles & Responsibilities
What You’ll Do:
Specialized subject matter expert and escalation resource within the Support organization
Assists Customer Support Representatives (L1) with on-demand live inbound support requests
Handles escalated outbound & scheduled calls with customers to assist & resolve highly technical product area cases
Reviews, manages and resolves escalated tickets covered within the SCSS Product Area(s)
Conducts appropriate follow-up with clients to ensure advanced inbound support requests are brought to a timely resolution
Ensures all applicable internal & external stakeholders are fully informed throughout the resolution process
Fully documents client issues by completing advanced troubleshooting & reproduction steps before escalation to a higher level as required
Continually assesses support processes to identify potential improvements
Attend product team meetings and sprint reviews regularly
Submits knowledge content drafts that outline associated product group(s) knowledge to Support Product Managers (L3)
Submits major bug information drafts within their associated product group(s) to Support Product Managers
Submit feedback to the Manager of Customer Support regarding the Customer Support Representative’s (L1) escalation notes & customer-facing communications
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:
BA/BS in Computer Science or equivalent combination of education and experience
This is a promotable opportunity for a Customer Support Representative (Level 1)
Excellent oral and written communication skills as it relates to technical and product concepts
Demonstrates a proactive motivation to solve tough technical problems
Ability to work independently and as part of a team
Outstanding attention to detail and personal organization
Must be self-motivated and know when to escalate or seek guidance
Detail-oriented and able to accomplish a wide variety of tasks in a fast-paced environment
Ability to diagnose, troubleshoot and resolve issues over the phone, email, or chat
Comfortable conversing over live Zoom and Phone conversations is a requirement
1-3 yrs. experience with inbound and outbound phone calls, not required but a plus!
1-3 yrs. experience in Client Relations and technical customer support experience, not required but a plus!
Superior customer service skills
Outstanding analytical and problem-solving skills
Strong interpersonal skills
Ability to explain complex technical concepts
Language Skills Required Vs. Preferred:
Fluent in English
Demonstrated verbal and written communication skills Additional Information
Equal Employment Opportunity Information
The company is an Equal Opportunity Employer. As an employer subject to affirmative action regulations, we invite you to voluntarily provide the following demographic information. This information is used solely for compliance with government recordkeeping, reporting, and other legal requirements. Providing this information is voluntary and refusal to do so will not affect your application status. This data will be kept separate from your application and will not be used in the hiring decision.
#LI-Remote #LI-VP1
Apply Now
Senior Customer Support Specialists (SCSS) are subject matter experts on assigned Products and Features. The core duties of the SCSS are to provide advanced support for assigned escalated Product ticket queues as well as work alongside Customer Support Representatives (CSR) to resolve on-demand inbound support requests. Senior Customer Support Specialists review the escalated ticket notes provided by Customer Support Representatives and follow the escalation procedures as needed to troubleshoot and resolve these tickets. Roles & Responsibilities
What You’ll Do:
Specialized subject matter expert and escalation resource within the Support organization
Assists Customer Support Representatives (L1) with on-demand live inbound support requests
Handles escalated outbound & scheduled calls with customers to assist & resolve highly technical product area cases
Reviews, manages and resolves escalated tickets covered within the SCSS Product Area(s)
Conducts appropriate follow-up with clients to ensure advanced inbound support requests are brought to a timely resolution
Ensures all applicable internal & external stakeholders are fully informed throughout the resolution process
Fully documents client issues by completing advanced troubleshooting & reproduction steps before escalation to a higher level as required
Continually assesses support processes to identify potential improvements
Attend product team meetings and sprint reviews regularly
Submits knowledge content drafts that outline associated product group(s) knowledge to Support Product Managers (L3)
Submits major bug information drafts within their associated product group(s) to Support Product Managers
Submit feedback to the Manager of Customer Support regarding the Customer Support Representative’s (L1) escalation notes & customer-facing communications
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:
BA/BS in Computer Science or equivalent combination of education and experience
This is a promotable opportunity for a Customer Support Representative (Level 1)
Excellent oral and written communication skills as it relates to technical and product concepts
Demonstrates a proactive motivation to solve tough technical problems
Ability to work independently and as part of a team
Outstanding attention to detail and personal organization
Must be self-motivated and know when to escalate or seek guidance
Detail-oriented and able to accomplish a wide variety of tasks in a fast-paced environment
Ability to diagnose, troubleshoot and resolve issues over the phone, email, or chat
Comfortable conversing over live Zoom and Phone conversations is a requirement
1-3 yrs. experience with inbound and outbound phone calls, not required but a plus!
1-3 yrs. experience in Client Relations and technical customer support experience, not required but a plus!
Superior customer service skills
Outstanding analytical and problem-solving skills
Strong interpersonal skills
Ability to explain complex technical concepts
Language Skills Required Vs. Preferred:
Fluent in English
Demonstrated verbal and written communication skills Additional Information
Equal Employment Opportunity Information
The company is an Equal Opportunity Employer. As an employer subject to affirmative action regulations, we invite you to voluntarily provide the following demographic information. This information is used solely for compliance with government recordkeeping, reporting, and other legal requirements. Providing this information is voluntary and refusal to do so will not affect your application status. This data will be kept separate from your application and will not be used in the hiring decision.
#LI-Remote #LI-VP1
Apply Now