Manage high volumes of tickets, resolve complex issues, escalate when needed and meet SLA requirements while maintaining accuracy under pressure.
Maintain knowledge of web development concepts including APIs, webhooks and authentication, develop experience with CRM systems, particularly GoHighLevel.
Identify opportunities to improve processes, create knowledge base articles and videos and coordinate support-related data tasks.
Build relationships with CSMs, Development, Product, Onboarding and Sales teams validate technical requirements and ensure stakeholders receive accurate information.
Troubleshoot payment processing, billing concerns, and verification issues; escalate unresolved issues and maintain communication throughout resolution.

Experience in technical support or Tier 2 support role, preferably in SaaS or software environments.
Strong troubleshooting, analytical, and problem-solving abilities.
Familiarity with APIs, webhooks, and basic web-development concepts.
Excellent written and verbal communication skills with ability to simplify complex technical issues.
Strong organisational skills with ability to manage multiple tasks in a fast-paced environment.
Experience with Stripe or other payment processors is a plus.
Ability to collaborate effectively across multiple departments.
Basic experience with CRM platforms (particularly GoHighLevel) is highly advantageous.

Competitive salary, benefits, and wellness perks including fitness initiatives and work-life balance policies

Tier 2 Technical Support Agent

Key skills