Client Support Specialist

This is a fully remote position, open to applicants in Florida.

📋 Description

• Manage support requests from initiation to confirmed resolution, encompassing diagnosis, execution, outcome validation, and written closure.

• Address transactional partner tasks such as user and team member updates, phone and call-connect issues, lead notification routing, and access modifications.

• Set up and troubleshoot PracticeBeacon, the HighLevel-based CRM platform, covering workflows, triggers, forms, pipelines, phone configuration, and 10DLC/A2P registration.

• Identify issues with automations and integrations, including call tracking, Google, Meta, and reporting connections.

• Review and authorize automated outputs prior to distribution to partners, including response reviews, patient lists, and report corrections.

• Ensure scheduled automations run successfully.

• Execute reactivation, review, and reputation campaigns, QR code initiatives, and campaign landing page requests by agreed deadlines, taking ownership of their success.

• Prioritize web and design requests, submit comprehensive requests, track progress through web and design teams, perform quality assurance on results, and confirm completion.

• Engage directly with partners while keeping the Practice Growth Advisor in the loop.

• Provide proactive status updates, including progress, obstacles, ownership, and resolution timelines.

• Maintain accurate data flow between PracticeBeacon, AgencyAnalytics, and internal dashboards; rectify discrepancies at the origin.

• Report recurring issues to the Product team and suggest further automation enhancements.

• Document new solutions and setup processes as reusable standard operating procedures (SOPs).

⛳️ Requirements

• Minimum of 2 years of experience supporting a CRM, marketing platform, or SaaS product in an agency or customer-facing environment.

• Hands-on experience with HighLevel/GoHighLevel focusing on workflows, automations, forms, triggers, pipelines, and phone and messaging registration; this is essential.

• Familiarity with ClickUp, AgencyAnalytics, Google and Meta business platforms, and call tracking.

• Preferred knowledge of integration and API functionalities.

• Exceptional written communication skills, with a keen eye for detail and organization.

• Demonstrated ability to manage a queue in alignment with service levels, providing timely and consistent responses.

• Experience in supporting both internal teams and external customers.

• Preferred exposure to orthodontic or dental practice operations.

• Access to reliable high-speed internet and a dedicated, distraction-free remote workspace.

• Must reside in the US.

• Availability to work from 8 am to 5 pm CST, Monday to Friday.

🏝️ Benefits

• 401(k) matching

• Dental Insurance

• Health Insurance

• Vision Insurance

• Life Insurance

• PTO eligibility after 90 days of employment (10 vacation days in the first year, unlimited PTO starting in the second year, flexible partial days, and sick/personal days)

• Remote position

• Reliable high-speed internet and a dedicated, distraction-free remote workspace

• 8 am to 5 pm CST, Monday to Friday