.**Location**:This is a 100% remote opportunity for applicants residing in Mexico.**Schedule**:This is a full-time, 40 hours per week position. Open availability is needed and we have shifts available that span mornings, afternoons, evenings, and weekends.**Who We Are**:HighLevel is an all-in-one, white-label marketing platform for agencies & consultants. Our goal as a business is to create a sustainable, powerful, "all things marketing" operating system that creates limitless opportunities for our customers. With over 20,000 customers, we need people like YOU to help us grow and scale even further in the coming years.We currently have 300+ employees worldwide, working remotely as well as in our headquarters, which is located in Dallas, Texas.**Who You Are**:The primary role of the Technical Customer Support Representative would be to act as a technical resource to our customer base for HighLevel's suite of software features. A qualified Technical Customer Support Representative possesses the ability to troubleshoot product issues and has experience supporting software solutions preferably within the technology industry.**What You'll 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
