Priyanka Singh

As a GoHighLevel Technical Support Specialist, I was responsible for helping users navigate the platform, troubleshoot issues, and ensure smooth system operations. We were the first point of contact for users facing technical challenges and we work closely with our team to optimize GoHighLevel functionality.

Responsibilities:

• Provide technical support via chat, email, zoom and phone to clients using GoHighLevel.
• Troubleshoot and resolve issues related to automation, CRM, integrations, and workflows.
• Assist with setup, onboarding, and optimization of GoHighLevel accounts.
• Educate clients on platform features and best practices.
• Work with developers and management to escalate complex issues.
• Create and update knowledge base articles, FAQs, and support documentation.
• Stay up to date with GoHighLevel updates, integrations, and features.

• Work closely with Merchants to handle inquiries and issues professionally, effectively, efficiently, and accurately, adhering to the Quality process to ensure the highest level of merchant experience.
• Make recommendations to leaders if adjustments are needed related to escalated issues.
• Creative problem-solving and solution-oriented approach to handling, escalating, and resolving Merchant issues resulting in an enhanced Merchant experience via email, inbound and outbound calls.
• Manage queue of incoming tickets and calls on a day-to-day basis, including consistent follow-up to inquiries to ensure a complete and timely resolution.
• Build sustainable relationships of trust through open and interactive communication with Merchants and internal stakeholders.
• Take criticism on the chin, accept responsibility on the company's behalf, and exhibit composure when dealing with upset merchants.
• Regularly evaluate and identify opportunities, risk and loss to innovate policies and processes in a way that positively impacts the Merchant experience, proactively updating as needed.
• Manage multiple applications and resources including contact management systems and knowledge bases.
• Resourcefully utilize available SOPs, tools, and resources to ensure an exceptional Merchant experience on every interaction, and create new SOPs if one does not exist.
• Other duties/responsibilities as necessary.

• Monitor accounts on a daily basis
• Identify outstanding account receivables
• Investigate historical data for debts and bills
• Take actions in order to encourage timely payments Process payments and refunds
• Resolve billing issues
• Resolve customer credit issues
• Contact clients and discuss their overdue payments Update account status records
• Prepare and present reports on collection activities and progress

• Handling customers complaint received from Leadership team via all business lines: Flights, Hotel, Ground Transport and others
• Ensuring all complaints are resolved with customer satisfaction with rigor and right planning
• Improving customer service operations, create enhanced and efficient workflows
• Skill to drive and convert query/complaint to first contact resolution
• New workways, alignment of cross-function and process owners to reduce Resolution TAT
• Ensure all escalations are resolved within SLA and an aggressive follow-up approach with structural design
• Contribute operations information and recommendations to strategic plans and reviews, prepare action plans, implement to maintain highest-level in-service standard
• Operation rigor to drive with an ideal blended productivity, handling time with quality standard
• Operations excellence to ensure all customers are retained.

• Responsible for solving queries and concerns of North American Clientele through emails, chat and calls
• Providing exceptional customer support while communicating and assisting customers
• Ensuring that highquality standards are maintained for all logistics merchant interactions and issue resolutions
• Resolve tickets through calls
• Analyze carrier reported information to identify problems and concerns in case of delay in delivery of shipments
• Deliver high quality and timely resolutions to problems
• Initiate follow-up to billing and solving any disputes in billing when required
• Initiate refunds and courtesy credits as necessary.
• Input customer information, call notes and personal data onto internal database.