Technical Support Coordinator

**Location**: This role is 100% remote and employees must reside in Puerta Vallarta, Mexico. We will provide the training and equipment

**Schedule**: This position is full time, 40 hours per week, open availability is needed, we have shifts available that span mornings, afternoons, evenings, and weekends.

**Who We Are**:
HighLevel is an all-in-one, white-label marketing platform for agencies & consultants. Our goal as a business is to create a sustainable, powerful, “all things marketing” operating system that creates limitless opportunities for our customers. With over 20,000 customers, we need people like YOU to help us grow and scale even further in the coming years.

We currently have 300+ employees worldwide, working remotely as well as in our headquarters, which is located in Dallas, Texas.

Our goal as an employer is to maintain a strong company culture, foster creativity and collaboration, and, above all, encourage a healthy work-life balance for our employees wherever they call home.At HighLevel, we require our team members to be on camera for all customer, peer and supervisor interactions.

**Who You Are**:
The primary role of the Customer Support Representative (CSR) would be to act as a technical resource to our customer base for HighLevel’s suite of software features. A qualified CSR possesses the ability to troubleshoot product issues and has experience supporting software solutions preferably within the technology industry.

**What You’ll Do**:
**Today**:

- Provide exceptional customer service inclusive of excellent communication, responsive follow-through, and advocacy for customer issues within internal departments.
- Uses judgment within defined practices and procedures.
- Work directly with other support team members of all levels, as needed.
- Maintains 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.

**Soon**:

- 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 prior technical support experience fielding and resolving technical inquiries in a well-structured professional manner, not required but a plus
- Strong technical aptitude, analytical and troubleshooting skills.
- BA/BS in Computer Science or equivalent combination of education and experience.
- Demonstrated ability to maintain self-control while defusing stressful customer situations.
- Excellent customer service attitude is extremely important to be a team player.
- Excellent note-taking skills.

**Language Skills Required Vs. Preferred**:

- Fluent in English.
- Demonstrated verbal and written communication skills.

**EEO Statement**:
At HighLevel, we value diversity. In fact, we understand it makes our organization stronger. We are committed to inclusive hiring/promotion practices that evaluate skill sets, abilities and qualifications without regard to any characteristic unrelated to performing the job at the highest level. Our objective is to foster an environment where really talented employees from all walks of life can be their true and whole selves, cherished and welcomed for their differences, while providing awesome service to our clients and learning from one another along the way

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.