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Mark L. — Senior SaaS Technical Support Specialist from Philippines

Mark L.

Senior SaaS Technical Support Specialist

Philippines 3-6 years
Open to offersNew to Platform
Languages
English
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About

Mark L., a HighLevel Support Specialist, brings over 8 years of expertise in customer service and technical support focused on the SaaS, e-commerce, and CRM sectors. He excels in leveraging CRM platforms, namely GoHighLevel, for funnel building, automation, CRM setup, and technical troubleshooting. His experience includes managing support cases and improving business scalability through automation. Mark has worked at GoHighLevel since January 2025, providing expert support across automation pipelines and troubleshooting integrations with tools like Zapier and Twilio. At MachShip, he specialized as a Client Integration Specialist supporting e-commerce clients with API generation and backend configuration. Throughout his career, he has demonstrated a strong ability to streamline processes through documentation and training, ensuring seamless client onboarding and technical support. Mark also offers white-label support for agencies and collaborates with development teams to escalate bugs and resolve user issues.

Experience

  • Support & Specialist

    HighLevel (GoHighLevel) · 2025 — Present
    Provided expert support for clients utilizing funnels, automations, CRM, calendars, and pipelines. Troubleshot API issues and integrations, including those with Zapier, Stripe, Mailgun, and Twilio. Assisted users in building lead-generation funnels, nurturing campaigns, and booking systems. Offered white-label support and managed accounts for agency clients. Created video tutorials to address common support inquiries and collaborated with the development team on bug escalations.

  • Client Integration Specialist

    MachShip · 2024 — 2024
    Supported e-commerce clients in integrating with the shipping and logistics platform. Assisted with API key generation and backend troubleshooting. Documented integration steps and produced internal guides for future reference, while managing omnichannel support across email, phone, and chat.

  • Senior Customer Experience Guru

    City Unscripted · 2022 — 2024
    Delivered real-time technical support to auto parts dealers leveraging a SaaS e-commerce platform. Identified bugs, escalated issues to engineers, and submitted feature requests. Provided client support through Zendesk and ensured collaboration with internal teams for effective problem resolution.

  • Tier 1 Technical Support

    Revolution Parts · 2020 — 2022
    Coached and supervised front-line support agents while meeting quality and performance standards. Managed customer escalations, retention cases, and conducted training sessions for new protocols, serving as the main resource for training and escalation support.

  • Team Lead Trainee

    T-Mobile · 2016 — 2020
    Delivered exceptional customer service through inbound and outbound calls in the telecommunications sector. Developed strong knowledge of sales and marketing funnel strategies relevant to customer interactions.

Skills & Expertise

Customer Service and Admin SupportGoHighLevelGoHighLevel ExpertCRMTechnical Support SpecialistMarketing Automation Expert

Education

  • DLL
    DATAMEX · 2015 — 2016
  • Computer Technology
    DATAMEX · 2011 — 2012