About the Role
Customer Support Representative
Philippines
Support – Support /
EOR Philippines /
Remote
About HighLevel:
HighLevel 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. With a focus on streamlining marketing efforts and providing comprehensive solutions, HighLevel helps businesses of all sizes achieve their marketing goals. We currently have 1000+ employees across 15 countries, 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 encourage a healthy work-life balance for our employees wherever they call home.
Our Website – https://www.gohighlevel.com/
YouTube Channel– https://www.youtube.com/channel/UCXFiV4qDX5ipE-DQcsm1j4g
Blog Post – https://blog.gohighlevel.com/general-atlantic-joins-highlevel/
Our Customers:
HighLevel serves a diverse customer base, including over 60K agencies & entrepreneurs and 450K million businesses globally. Our customers range from small and medium-sized businesses to enterprises, spanning various industries and sectors.
Scale at HighLevel:
We work at scale; our infrastructure handles around 3 Billion+ API hits & 2 Billion+ message events monthly and over 25M views of customer pages daily. We also handle over 80 Terabytes of data across 5 Databases.
About the Role:
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.
Roles, Responsibilities & Requirements
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- 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
- Language Skills Required Vs. Preferred:
- Fluent in English
- Demonstrated verbal and written communication skills. In order to work remotely you must have your own
- Laptop
- USB headset (customer facing) or working mic and speakers on the laptop
- USB webcam or a working and quality webcam built into the laptop
- Reliable high speed broadband connection. Your internet speed should be at least
- 20Mbps download speed range for quality video/Zoom calls