Customer Support Representative I

Headquarters: Philippines About UsHighLevel 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. We are proud to support a global and growing community of over 2 million businesses, comprised of agencies, consultants, and businesses of all sizes and industries. HighLevel empowers users  with all the tools needed to capture, nurture, and close new leads into repeat customers. As of mid 2025, HighLevel processes over 4 billion API hits and handles more than 2.5 billion message events every day. Our platform manages over 470 terabytes of data distributed across five databases, operates with a network of over 250 microservices, and supports over 1 million hostnames. Our PeopleWith over 1,500 team members across 15+ countries, we operate in a global, remote-first environment. We are building more than software; we are building a global community rooted in creativity, collaboration, and impact. We take pride in cultivating a culture where innovation thrives, ideas are celebrated, and people come first, no matter where they call home. Our ImpactAs of mid 2025, our platform powers over 1.5 billion messages, helps generate over 200 million leads, and facilitates over 20 million conversations for the more than 2 million businesses we serve each month. Behind those numbers are real people growing their companies, connecting with customers, and making their mark - and we get to help make that happen. Learn more about us on our YouTube Channel or Blog Posts 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.Roles, Responsibilities & RequirementsWhat You’ll Do: Today: Provide exceptional customer service inclusive of excellent communication, responsive follow-through, and advocacy for customer issues within internal departmentsUse judgment within defined practices and proceduresWork directly with other support team members of all levels, as neededMaintain solid customer relationships by handling their questions and concerns with speed and professionalismBe accessible and available to multiple customersEstablish priorities and communicate rationale and time-frame clearly to customersSuggest articles to the knowledge base in an effort to promote self-help for our customersBe 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 issuesResolve 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 solutionWork directly with team members to resolve customer issues and request enhancements for our productsActively 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 problemsOther 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 inquiries in a well-structured professional mannerStrong technical aptitude, analytical and troubleshooting skillsDemonstrated ability to maintain self-control while defusing stressful customer situationsExcellent customer service attitudeThe ability to be a team-player as well as work independentlyExcellent note-taking skillsExperience with ticketing systemsExperience working with a combination of inbound calls, chats, and follow up emails to the customer for exceptional customer service Language Skills Required Vs. Preferred:Fluent in EnglishDemonstrated verbal and written communication skills. In order to work remotely you must have your ownLaptopUSB headset (customer facing) or working mic and speakers on the laptopUSB webcam or a working and quality webcam built into the laptopReliable high speed broadband