Technical Support Representative

This is software and product support-not computer repair, printer support, a generic call center, or a programming job. You will help customers use a SaaS platform that brings together calling, SMS, lead follow-up, sales automation, AI, CRM integrations, GoHighLevel, phone numbers, routing, workflows, and reporting.

You do not need to know our platform on day one. You do need to enjoy technology, communicate well with people, and think clearly when the answer is not obvious.

WHAT YOU WILL DO

• Talk directly with customers by phone, Zoom, Slack, email, screen share, and support ticket.

• Turn vague reports such as “the dialer stopped working” into a clearly defined problem.

• Ask good questions, establish scope, gather evidence, reproduce issues, and narrow down likely causes.

• Resolve common account, browser, permission, calling, messaging, workflow, and configuration issues.

• Document what happened, what should have happened, and what you already tried.

• Escalate legitimate technical problems with enough detail that advanced support or engineering can act without restarting the investigation.

• Keep the customer informed, monitor open issues, verify the outcome, and close the loop.

• Learn Hot Prospector, HP Connect, GoHighLevel, CRM concepts, browser troubleshooting, calling, SMS, automation, and integrations.

Our support philosophy is simple: own the problem until the customer has an answer. That does not mean you personally fix everything. It means you remain responsible for getting the issue to the right resolution path and making sure the customer is not lost between departments.

The strongest candidate may have one to three years in SaaS support, CRM support, help desk, product support, GoHighLevel, telecommunications, implementation support, or technical customer service. But ability matters more than a title, degree, or exact number of years.

YOU MAY BE A STRONG FIT IF

• A technical mystery makes you curious instead of defensive.

• You naturally ask questions before guessing.

• You can explain technical ideas in normal language.

• You are comfortable speaking directly with business owners and software users.

• You keep organized notes and do not lose track of open promises.

• You can say, “I do not know yet, but I will find out,” and then actually follow through.

• You accept coaching and learn quickly.

Experience with SaaS platforms, CRMs, GoHighLevel, VoIP, phone systems, support ticketing, browser troubleshooting, or software integrations is helpful. It is not necessary to check every box.

WHAT THIS ROLE IS NOT

• Desktop IT, computer repair, printer support, or network administration

• Software engineering or development

• Script-reading call-center work

• New-business sales

• Customer Success or account management, * A customer says, “The dialer worked yesterday, but now I can’t make calls.” Everyone else at the company can call normally. Walk us through exactly what you would do during the first 10 minutes.
• You tried the obvious steps, cannot reproduce the problem, and the customer is frustrated. Write the short message you would send the customer, then list what you would include in an escalation.
• Tell us about a technical problem you solved without initially knowing the answer. What specific clue changed your approach?

The pay range is $18-$24 per hour. Placement within the range depends on demonstrated troubleshooting skill, technical aptitude, relevant support experience, and customer communication-not simply years on a résumé.

This role can grow into senior technical support, support leadership, technical account management, product operations, QA, GoHighLevel specialization, communications specialization, or implementation as the person develops real expertise and earns additional responsibility.

ABOUT HOT PROSPECTOR

Hot Prospector is a Las Vegas SaaS company serving marketing agencies and sales organizations. Our customers use the platform to call, text, follow up with leads, automate sales workflows, manage communications, connect CRM systems, and improve agent performance.

We are building an energetic, collaborative Las Vegas office where people ask questions, solve problems together, and take ownership of their work.

This is a full-time, in-office position. If you enjoy both technology and people-and you want to become very good at solving real customer problems-we would like to hear from you.

Hot Prospector provides equal employment opportunities and evaluates candidates on job-related qualifications. If you need a reasonable accommodation during the hiring process, please tell us.

Pay: $18.00 - $24.00 per hour