Who you are:
Senior Customer Support Specialists (SCSS) are subject matter experts on assigned Product 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
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:
- BA/BS in Computer Science or equivalent combination of education and experience.
- 1+ year of experience with GoHighLevel Product
- This is a promotable opportunity for a Customer Support Representative (Level 1).
- Excellent oral and written communication skills as it relates to technical and product concepts
- Demonstrates a proactive motivation to solve tough technical problems.
- 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.
- Detail-oriented and able to accomplish a wide variety of tasks in a fast-paced environment
- Ability to diagnose, troubleshoot and resolve issues over the phone, email, or chat
- Comfortable conversing over live Zoom and Phone conversations is a requirement
- 1-3 yrs of experience with inbound and outbound phone calls, not required but a plus!
- 1-3 yrs. experience in Client Relations and technical customer support experience, not required but a plus!
- Superior customer service skills.
- Outstanding analytical and problem-solving skills
- Strong interpersonal skills
- Ability to explain complex technical concepts.
- For anyone applying from the Support department, this is a promotable opportunity for CSR 2
Language Skills Required Vs. Preferred:
- Fluent in English.
- Demonstrated verbal and written communication skills.
In order to work remotely you must have your own:
- A Laptop
- USB headset (customer facing) or working mic and speakers on the laptop
- USB webcam or a working and quality webcam built into the laptop
- Reliable high speed broadband connection
- Your internet speed should be at least 20 Mbps download speed range for quality video/Zoom calls