Technical Support Agent

About Hapana

Hapana is a rapidly growing software solution within the fitness industry, revolutionising the operations of multisite boutique businesses like F45, Gold's Gym, BFT, STRONG Pilates, Vaura, Fitstop, KX Pilates, and more. Our dedication to enhancing member experiences, coupled with unparalleled support, has earned us a reputation that spans over 17 countries.

We're committed to fostering growth for our teams and clients through innovation and teamwork. Our business prides itself on its fast growth and dynamic industry, so we require humans with a vision to work with our small but mighty team. As a global company, we rely on open communication and people speaking up. Bring ideas, passion, and creativity to the role, and you'll fit right in.

Job Summary

As the Tier 2 Technical Support Agent you will play a key role in delivering high-quality, timely and technical sound support for all Hapana product lines. You will serve as the subject matter expert, handling advanced support tickets, collaborating with internal teams and contributing to process and documentation improvements. This role requires strong problem-solving skills, technical aptitude and a proactive approach to enhancing the client support experience. Experience with CRM platforms (particularly GoHighLevel) is highly advantageous and the ability to work effectively under pressure both autonomously and under supervision while maintaining a high level of accuracy is essential.

Key Responsibilities

• Support Tickets – Manage high volumes of tickets, resolve complex issues, escalate when needed and meet SLA requirements while maintaining accuracy under pressure.
• Technical Training & Competency – Maintain knowledge of web development concepts including APIs, webhooks and authentication,  develop experience with CRM systems, particularly GoHighLevel.
• Support Resources & Process Improvement – Identify opportunities to improve processes, create knowledge base articles and videos and coordinate support-related data tasks.
• Interdepartmental Liaison – Build relationships with CSMs, Development, Product, Onboarding and Sales teams validate technical requirements and ensure stakeholders receive accurate information.
• Stripe Support – Troubleshoot