Senior Customer Support Specialist - API Focused - Remote

Overview

The Senior Customer Support Specialist (SCSS) at HighLevel is responsible for providing advanced support for escalated product tickets and assisting customer support representatives with technical inquiries, ensuring timely resolutions and excellent customer service.

In Short

• Act as a subject matter expert within the support organization.
• Assist customer support representatives with live inbound support requests.
• Handle escalated outbound calls to resolve technical product issues.
• Review and manage escalated tickets in assigned product areas.
• Conduct follow-ups with clients for timely issue resolution.
• Document client issues and troubleshooting steps thoroughly.
• Identify potential improvements in support processes.
• Participate in product team meetings and sprint reviews.
• Draft knowledge content and report major bugs to product managers.
• Provide feedback on customer support representatives' communications.

Requirements

• BA/BS in Computer Science or equivalent experience.
• 1-3 years of experience in troubleshooting and supporting APIs.
• Strong understanding of HTTP/HTTPS protocols and JSON/XML.
• Familiarity with authentication protocols like OAuth.
• Proficiency in API testing tools like Postman.
• Basic programming knowledge in Python or JavaScript.
• Excellent communication skills for technical concepts.
• Experience with external integrations and marketplaces.
• Ability to work independently and in a team.
• Outstanding attention to detail and organization.

Benefits

• Work in a fast-paced, innovative environment.
• Opportunity to work remotely from anywhere.
• Be part of a growing SaaS company with a strong culture.
• Engage in continuous learning and professional development.
• Collaborate with a diverse team of experts.