Customer Support Representative I

About HighLevel

HighLevel is an AI powered, all-in-one white-label sales & marketing platform that empowers agencies, entrepreneurs, and businesses to elevate their digital presence and drive growth. The company supports a global and growing community of over 2 million businesses. As of mid 2025, HighLevel processes over 4 billion API hits and handles more than 2.5 billion message events every day.

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.

What You'll 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 concerns
• 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 (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
• Resolve or recommend resolutions to customer problems

What You'll Bring

• 2+ years of 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
• The 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

Required Equipment

• 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 with at least 20Mbps download speed for quality video/Zoom calls