Who We Are:
HighLevel is an all-in-one, white-label marketing platform for agencies & consultants. As a
profitable, disruptive, and fast growing SaaS company, they caught the eye of many and
recently raised $60M in funding. Headquartered in Dallas, Texas, many team members work
for the company remotely from around the world while maintaining a strong company
culture and work-life balance. Want to learn more? Check out our website:
www.gohighlevel.com
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 Do:
- 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.
Experience/Education/Certifications Required:
- BA/BS in Computer Science or equivalent combination of education and experience.
- 1 - 3 years of experience with troubleshooting and supporting APIs (REST, SOAP, GraphQL).
- Strong understanding of HTTP/HTTPS protocols, request/response cycles, status codes, and JSON/XML.
- Familiarity with authentication protocols like OAuth, API Keys, JWT, etc.
- Proficiency in using tools like Postman, cURL, or equivalent for API testing and debugging webhooks.
- Basic programming or scripting knowledge (e.g., Python, JavaScript, or similar) to analyze and test API-related issues.
- Excellent oral and written communication skills as it relates to technical and product concepts .
- Experience working with external integrations or marketplaces - Hubspot App Marketplace, Shopify App Marketplace, Zoho App Marketplace, Wordpress Plugin Eco System.
- 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.
- Comfortable conversing over live Zoom and Phone conversations is a requirement.
- 1-3 yrs. experience with inbound and outbound phone calls and technical customer support experience is a plus!
- Outstanding analytical and problem-solving skills.
- Fluent in English.
- Demonstrated verbal and written communication skills.
At HighLevel we value diversity. In fact, we understand it makes our organization stronger. We are committed to inclusive hiring/promotion practices that evaluate skill sets, abilities and qualifications without regard to any characteristic unrelated to performing the job at the highest level. Our objective is to foster an environment where really talented employees from all walks of life can be their true and whole selves, cherished and welcomed for their differences, while providing awesome service to our clients and learning from one another along the way! Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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