Customer Support Representative I

About us HighLevel is an AI-powered business operating system that gives agencies, entrepreneurs and SMBs the infrastructure to build, automate and scale. Today, HighLevel supports SMBs across 150+ countries, fueling community-driven growth rooted in real customer outcomes. To date, businesses operating on HighLevel have generated over $7 billion in ecosystem value, demonstrating the impact of shared infrastructure at scale. By centralizing conversations, automation and intelligence into one system, we help businesses move faster, reduce complexity and execute efficiently. Behind the platform, HighLevel powers more than 4 billion API hits and 2.5 billion message events daily. With 250 terabytes of distributed data, 250+ microservices and over 1 million domain names supported, our architecture is built for performance, resilience and long-term scalability. Our people With over 2,000 team members across 10+ countries, HighLevel operates as a global, remote-first organization built for speed and ownership. We value initiative, clarity and execution, creating space for ambitious people to build systems that support millions of businesses worldwide. Here, innovation thrives, ideas are celebrated and people come first, no matter where they call home. Our impact Every month, HighLevel enables more than 1.5 billion messages, 200 million leads and 20 million conversations for the more than 1 million businesses we support. Behind those numbers are real people building independence, expanding opportunity and creating measurable impact. We’re proud to be a part of that. Learn more about us on our YouTube Channel or Blog Posts 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