Senior Customer Support Specialist - Remote

Overview

The Senior Customer Support Specialist at HighLevel is responsible for providing advanced support for escalated product ticket queues and assisting Customer Support Representatives in resolving technical issues.

In Short

• Act as a subject matter expert and escalation resource within the Support organization.
• Assist Customer Support Representatives with live inbound support requests.
• Handle escalated outbound and scheduled calls with customers.
• Review and manage escalated tickets within assigned product areas.
• Conduct follow-ups with clients to ensure timely resolution of issues.
• Document client issues and troubleshooting steps thoroughly.
• Assess support processes for potential improvements.
• Attend product team meetings and sprint reviews regularly.
• Submit knowledge content drafts to Support Product Managers.
• Provide feedback on Customer Support Representative communications.

Requirements

• BA/BS in Computer Science or equivalent experience.
• Excellent oral and written communication skills.
• Proactive in solving technical problems.
• Ability to work independently and in a team.
• Outstanding attention to detail and organization.
• Self-motivated with good escalation judgment.
• Able to handle tasks in a fast-paced environment.
• Experience diagnosing and resolving issues via phone, email, or chat.
• Comfortable with live Zoom and phone conversations.
• 1-3 years of experience with phone calls is a plus.
• 1-3 years in Client Relations or technical support is a plus.
• Superior customer service and analytical skills.
• Strong interpersonal skills and ability to explain technical concepts.

Benefits

• Work in a remote-friendly environment.
• Be part of a diverse team across multiple countries.
• Opportunity to grow within a fast-paced company.
• Engage in a culture that fosters creativity and collaboration.
• Maintain a healthy work-life balance.