Customer Support Representative I

Role Overview

The Customer Support Representative I acts as a technical resource for HighLevel’s customers. You’ll troubleshoot product issues, support customers across multiple channels, and help improve the support experience through knowledge base contributions.

Responsibilities

• Deliver exceptional customer service with clear communication and responsive follow-through.
• Provide technical support to customers by investigating and resolving software issues.
• Maintain strong customer relationships by addressing questions and concerns quickly and professionally.
• Be accessible to multiple customers; prioritize requests and communicate timelines and rationale.
• Suggest and contribute articles to the knowledge base to promote self-service.
• Participate in support via Zoom video calls with camera on when needed.
• Receive and record incident information via phone, chat, email, and other channels.
• Conduct troubleshooting using customer context such as click steps, logs, and screenshots.
• Resolve issues spanning software functionality/configuration, plus general technical areas (e.g., Internet, hardware, networking).
• Coordinate with other support team members and request/flag product enhancements.
• Contribute to a growing internal knowledge network.
• Participate in testing new product releases.

Requirements

• Ability to troubleshoot product issues.
• Experience supporting software solutions, preferably in the technology industry.

Nice to Have / Eventually

• Ability to recommend resolutions for a wider range of customer problems over time.