Ready To Apply?
Not Ready To Apply Yet?
Email this job to yourself
Tier 2 Support Technician
Remote
Full Time - Remote
Join The Extendly Family
At Extendly for HighLevel, we're passionate about making it easy for anyone to get started with GoHighLevel®. We set up, customize, automate, optimize and extend the functionality of HighLevel so agencies and small business owners can focus on what they do best to grow their businesses. Our clients say we made implementing GHL simple, easy, and profitable.
We specialize in creating the most well-structured snapshots in the industry, we provide White Label tech support & onboarding services, & we create Animated videos to easily explain all that GHL has to offer! Join our mission in making getting started with HighLevel easier so small businesses everywhere can grow & operate with ease.
You’ll inspire marketing agencies, small business owners, and solopreneurs to pursue their dreams with the help of Extendly For HighLevel.
What You’ll Do
As a Tier 2 Technical Support Agent you will play a crucial role in providing technical support services to agency owners and their clients who use GoHighLevel®. Your responsibility is to ensure clear communication of solutions, delivering fast, high-quality support, and contributing to the mission of simplifying the usage of HighLevel. As a Tier 2 technician, you have added responsibility in solving escalated tickets, as well as assisting customers on Zoom Calls.
Your Responsibilities
Customer Service Excellence: Provide quick, accurate responses to questions with a focus on delivering the highest quality of customer service.
Clear Communication: Communicate solutions clearly and concisely, maintaining a positive, empathetic, and professional attitude with customers/clients at all times. You'll keep detailed records of all support inquiries and resolutions in our database.
Problem Resolution: Identify, investigate, and resolve user problems related to Go HighLevel, exercising technical judgment in solving tech support challenges.
Independent Research: Independently research and pinpoint the core of problems to facilitate effective solutions.
Client Communication: Regularly communicate with clients about issues, bugs, and concerns, ensuring a proactive approach to problem-solving.
Supporting Mission: Strive to provide the highest level of support and customer service, contributing to the overall mission of Extendly for HighLevel.
Team Coaching: You will assist your shift lead in training and coaching the team. You are second in command on your team and will strive to help your team improve by answering their questions and providing them tips on how to improve in their role!
Ticket Resolution: You will be responsible for answering any escalated tickets as assigned by your shift lead. These tickets involve more troubleshooting and may be more complex in nature
You'll Enjoy These Benefits
Flexible working hours and the opportunity to work from home.
We offer a competitive salary package and a dynamic, fast-paced work environment.
Continual training, learning, and in-house mentoring opportunities
Paid Time off along with PTO for your country's national holidays
The opportunity to be a part of a team that is dedicated to helping small businesses & agency owners with Go HighLevel
If you are a technically skilled individual with a passion for providing excellent customer service, then we want to hear from you!
Our Perfect Candidate
2-3 years of experience working in GHL
Ability to exercise technical judgment in solving tech support challenges
A friendly teamplayer with excellent customer service skills
Has a vision, along with fresh new ideas to improve the team every step of the way
Good understanding on troubleshooting issues with domains, email configuration, SaaS configurator, and A2P.
Understanding of web technologies, such as HTML, CSS, and Javascript is a plus!