Application Support Coordinator

Position:Application Support Coordinator, Customer Support

Exempt/Non-Exempt: ExemptReports To: Manager of Support Operations

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.  

Our goal as an employer is to maintain a strong company culture, foster creativity and collaboration, and, above all, encourage a healthy work-life balance for our employees wherever they call home. 

Who You Are: 

You are looking for an opportunity to bring your technical skills and organized thinking to a role that allows you to exemplify our “customer obsessed” ethos and demonstrate best in class customer service and support practices. The primary role of the White Label Coordinator would be to act as a technical resource to our customer base for onboarding them into our program and setting up their White Label app. You possess the ability to troubleshoot product issues and have experience supporting software solutions preferably within the technology industry.

What You’ll Be Doing:

• Provide basic technical support and assistance to customers via email, phone, or chat.
• Monitor new client app purchases and follow up with each client to ensure the proper information and forms are submitted to support their onboarding.
• Responsible for imputing client data into our relevant third-party software for initiating the build of the app. 
• Manage the client onboarding experience, ensuring each app successfully goes live and the onboarding process is precisely executed to build a strong customer relationship foundation.
• Partner with our Development team to access additional resources and facilitate the solutions and tools needed to support the app build. 
• Address and respond to customer inquiries on products and services, including installation, operational functions, troubleshooting, and maintenance. 
• Support customer requests in making relevant updates to their app as needed, and provide customers with preventive maintenance and configuration recommendations to improve product usability, performance, and customer satisfaction. 
• Document support interactions, including details of inquiries, complaints, comments, and actions taken in our internal tracking system. 
• Act as the customer's trusted advisor providing a voice, support, guidance, and knowledge resources that will facilitate the achievement of their business objectives using our White Label product.
• Implement strategies and processes that deliver consistent customer satisfaction and retention. 
• Deliver customer feedback as a voice of the customer to internal teams identifying customer needs, ideas, and challenges. 
• Advocate for solutions, product enhancements, and other actions to meet the needs of customers. 

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:

• BA/BS in Computer Science or equivalent combination of education and experience.
• Excellent oral and written communication skills as it relates to technical and product concepts​.
• Demonstrates a proactive motivation to solve tough technical problems.
• Ability to work independently and as part of a team.
• Outstanding attention to detail and personal organization.
• Must be self-motivated and know when to escalate or seek guidance.
• Detail-oriented and able to accomplish a wide variety of tasks in a fast-paced environment.
• Ability to diagnose, troubleshoot and resolve issues over the phone, email, or chat.
• Comfortable conversing over live Zoom and Phone conversations is a requirement.
• 1-3 yrs. experience with inbound and outbound phone calls, not required but a plus!
• 1-3 yrs. experience in Client Relations and technical customer support experience, not required but a plus!
• Superior customer service skills.
• Outstanding analytical and problem-solving skills.
• Strong interpersonal skills.
• Ability to explain complex technical concepts.

EEO Statement:

At HighLevelwe value diversity. In fact, we understand it makes our organization stronger. We are committed to inclusive hiring/promotion practices that evaluate skill sets, abilities and qualifications without regard to any characteristic unrelated to performing the job at the highest level. Our objective is to foster an environment where really talented employees from all walks of life can be their true and whole selves, cherished and welcomed for their differences, while providing awesome service to our clients and learning from one another along the way!

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The preceding job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this classification. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.