**Roles, Responsibilities & Requirements - What will you do?**
**Today**:
- 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
**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 of prior technical support experience in a product based organization preferably B2B SaaS fielding and resolving technical inquiries in a well-structured professional manner
- 1 to 3 years of experience in customer support role
- GoHighLevel experience is good to have
- 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
Tipo de puesto: Jornada completa
Sueldo: $20,000.00 - $25,000.00 al mes
Tipo de jornada:
- Fines de semana
- Incluye fines de semana
- Turno de 8 horas
Experiência:
- Soporte técnico en B2B: 2 años (Obligatorio)
Idioma:
- ingles avanzado (Obligatorio)
Lugar de trabajo: Empleo remoto
Fecha límite para postularse: 31/05/2025
Fecha de inicio prevista: 03/06/2025

📌 Agente de Soporte Tecnico (México)
🏢 Kavak
📍 México