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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 People
With 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 Impact
Every 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 happen
Who 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.
What You'll Be Doing:
- 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:
- BA/BS in Computer Science or equivalent combination of education and experience.
- Excellent oral and written communication skills as it relates to technical and product concepts.
- 2-3 yrs. experience with inbound and outbound phone calls for technical troubleshooting.
- 2-3 yrs. experience in Client Relations and technical customer support required.
- 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.
- 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.
- Superior customer service skills.
- Outstanding analytical and problem-solving skills.
- Strong interpersonal skills.
- Ability to explain complex technical concepts.
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.
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