Sr. Customer Support Specialist

About This Role

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.

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
• Fully documents client issues by completing advanced troubleshooting & reproduction steps before escalation
• 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

Requirements

• BA/BS in Computer Science or equivalent combination of education and experience
• 1+ year of experience with GoHighLevel Product
• Excellent oral and written communication skills
• 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
• Detail-oriented and able to accomplish tasks in a fast-paced environment
• Ability to diagnose, troubleshoot and resolve issues over phone, email, or chat
• Comfortable with live Zoom and Phone conversations
• Fluent in English with strong verbal and written communication skills

Remote Work Requirements

• A laptop with USB headset and webcam
• Reliable high speed broadband connection (at least 20 Mbps download speed)