Technical Support Role - Customer Service (1-8 Yrs) Any Location (After-Sales/Customer Service)

About the Role:- The primary role of the Customer Support Representative would be to act as a technical resource to our customer base for HighLevel s suite of software features. A qualified Customer Support Representative possesses the ability to troubleshoot product issues and has experience supporting software solutions preferably within the technology industry.- 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 functionsWhat 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 concernsSoon:- 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 releasesEventually:- Resolve or recommend resolutions to customer problems- Other duties may be assigned and/or modified as business needs changeRequirements:- 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 (ref:updazz.com)

Payroll Type : Permanent