Client Support Specialist

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

📋 Description

• Take charge of support requests from initial intake to verified resolution, encompassing diagnosis, execution, outcome confirmation, and written closure.

• Manage transactional partner tasks such as user and team member modifications, phone and call connection issues, lead notification routing, and access adjustments.

• Set up and troubleshoot PracticeBeacon, covering workflows, triggers, forms, pipelines, phone configuration, and 10DLC/A2P registration.

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

• Evaluate and approve automated outputs prior to distribution to partners, including review responses, patient lists, and report inaccuracies.

• Verify the successful execution of scheduled automations.

• Execute reactivation, review, and reputation campaigns, QR code initiatives, and campaign landing page requests by agreed deadlines and take responsibility for their outcomes.

• Prioritize web and design requests, submit comprehensive requests, track progress through web and design teams, conduct QA on results, and confirm completion.

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

• Proactively communicate status updates, obstacles, responsibilities, and anticipated resolution dates.

• Ensure accurate data flow between PracticeBeacon, AgencyAnalytics, and internal dashboards; rectify discrepancies at their source.

• Highlight recurring issues to the Product team and suggest further automation opportunities.

• Document new solutions and setup pathways as reusable Standard Operating Procedures (SOPs).

⛳️ Requirements

• A minimum of 2 years supporting a CRM, marketing platform, or SaaS product in an agency or customer-facing capacity.

• Hands-on experience with HighLevel/GoHighLevel, including 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.

• Preferably possesses integration and API literacy.

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

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

• Experience in supporting both internal teams and external customers.

• Preferred exposure to orthodontic or dental practice operations.

• Must have reliable high-speed internet and a dedicated, distraction-free remote workspace.

• Candidate 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, transitioning to unlimited PTO starting in the second year, along with flexible partial days and sick/personal days)

• Remote work opportunity

• Work hours from 8 am to 5 pm CST, Monday to Friday