Customer Support Representative

About the Role:

What you will do:

• 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

Requirements:

• 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 and 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
• Demonstrated verbal and written communication skills
• Fluent in English