Senior Customer Support Specialists (SCSS) are subject matter experts on assigned Product and Features.
Provide advanced support for assigned escalated Product ticket queues.
Work alongside Customer Support Representatives (CSR) to resolve on-demand inbound support requests.
Review the escalated ticket notes provided by Customer Support Representatives and follow the escalation procedures as needed.
Troubleshoot and resolve escalated tickets.
Conduct appropriate follow-up with clients to ensure timely resolution.
Ensure all applicable internal & external stakeholders are fully informed throughout the resolution process.
Fully document client issues by completing advanced troubleshooting & reproduction steps before escalation to a higher level as required.
Continually assess support processes to identify potential improvements.
Attend product team meetings and sprint reviews regularly.
Submit knowledge content drafts that outline associated product group(s) knowledge to Support Product Managers (L3).
Submit major bug information drafts within their associated product group(s) to Support Product Managers.
Submit feedback to the Manager of Customer Support regarding the Customer Support Representative’s (L1) escalation notes & customer-facing communications.

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 as it relates to technical and product concepts
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.
Must be self-motivated and know when to escalate or seek guidance.
Detail-oriented and able to accomplish a wide variety of tasks in a fast-paced environment
Ability to diagnose, troubleshoot and resolve issues over the phone, email, or chat
Comfortable conversing over live Zoom and Phone conversations is a requirement
1-3 yrs of experience with inbound and outbound phone calls, not required but a plus!
1-3 yrs. experience in Client Relations and technical customer support experience, not required but a plus!
Superior customer service skills.
Outstanding analytical and problem-solving skills
Strong interpersonal skills
Ability to explain complex technical concepts.

A 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
Your internet speed should be at least 20 Mbps download speed range for quality video/Zoom calls

Senior Customer Support Specialist

Key skills