Support Ticket Management

Employer based in · Remote

Hiring talent from: all countries

Support Ticket Management (VA4-VA5) First-Line Technical Support -Act as the first line of response for technical support tickets from sales reps and managers. -Troubleshoot issues across GoHighLevel, Zapier, dashboards, and related tools. -Escalate complex technical issues to the Sales Systems Manager when needed, while documenting steps taken. -Maintain high service standards with prompt, clear, and solution-oriented communication. Workflow & Automation Monitoring -Monitor alerts from workflows, automations, and dashboards. -Identify recurring issues or inefficiencies and flag them for optimization. -Ensure reps tools and systems are functioning as expected daily. Technical Documentation & Knowledge Base -Keep ticket resolutions documented in Notion and ClickUp for future reference. -Update internal SOPs when new troubleshooting patterns or fixes are identified. -Help maintain clarity and consistency in documentation around technical processes. Collaboration & Project Support -Partner with the Sales Systems Manager to resolve escalated issues and implement fixes. -Assist with system-related special projects such as automation builds, dashboard improvements, or data migrations. -Coordinate with Sales Ops Managers to ensure client-facing reporting and tools remain accurate. Experiences: Strong technical curiosity and willingness to dig into systems. Attention to detail in troubleshooting and documenting issues. Clear, proactive communication with sales reps and internal teams. Ability to manage support tickets efficiently and escalate effectively. Balance of **service mindset** with **technical problem-solving ability** Tools Slack Go High Level Zapier Google Sheet Dashboards Working Hours: Part-time - Friday-Sunday Full-time - Monday to Friday Pay: VA2: $4 and up/hr. -**open to paying more for a highly experienced candidate Start Date: ASAP Personality Requirements: Creative Organized Detail oriented Resourceful Proactive VA Communication Tools: Work Email Slack Schedule notes: Wednesday, September 24th at 12:30 PM EST (11:30 AM CST)