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- Roles, Responsibilities & Requirements - What will you do?
- Today:
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
What You’ll Bring
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
Experience/Education/Certifications Required
2+ years of prior technical support experience in a product based organization preferably B2B SaaS fielding and resolving technical enquiries 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
Fluent in English, demonstrated verbal and written communication skills
