The GHL Specialist Operating Out of Bangalore's Tech Core
Who I Am
I'm Mohammed Marwan, a GHL Technical Support Specialist and Customer Success professional based in Neelasandra, Bengaluru — operating directly out of Asia's heaviest SaaS and engineering sector. That timezone means faster turnaround for Agency Owners across US, UK, and APAC markets than most offshore teams.
I currently work at HL Pro Tools as a Leader On Duty (LOD), having progressed through a rigorous structured career track — Junior Specialist → Senior Specialist → LOD. That discipline translates directly to how I handle your clients' issues.
Before HL Pro Tools, I worked directly at GoHighLevel as a Customer Support Representative — meaning I understand the platform from the inside out. Add 6.7+ years across Keka, Cleartax, and NeoDove, and you get a specialist who has seen every kind of SaaS implementation challenge.
My signature method: Loom video walkthroughs. Every troubleshooting session, every SOP, every technical fix gets recorded. No black-box solutions.
Awards & Recognition
HL Pro Tools Career Progression
Multilingual — 6 Languages
Clear communication is my competitive edge. I work with clients across cultures without missing nuance.
Experience
A structured 6.7+ year progression through India's leading SaaS companies — built on a foundation of real GHL platform work and customer success leadership.
Leader On Duty (LOD)Current
- Direct a high-volume support pod, acting as the final escalation point for GoHighLevel Agency Owners.
- Audit junior agent tickets for technical accuracy (RFR) and enforce quality control (QCA) across the board.
- Step in to de-escalate critical client fires and keep the team hitting strict SLAs.
Senior Technical Specialist
- Handled Tier 2 technical escalations, directly fixing complex DNS, domain, and workflow failures.
- Authored internal SOPs and training materials that became the standard operating procedure for the entire support pod.
- Diagnosed and resolved advanced product-related issues, documenting escalations for upper-tier engineers.
Junior Support Specialist
- Resolved front-line technical tickets for GoHighLevel partners.
- Diagnosed workflow bottlenecks and mapped out custom fixes so agencies could actually use their CRM to close deals, not just store data.
- Worked collaboratively with cross-functional departments to build technical expertise.
Customer Support RepresentativeGHL Direct
- Resolved complex technical issues for GHL users across various functionalities, including workflow automations, email domain setups, and funnel creation via chat and video conferencing.
- Consistently exceeded customer expectations, resulting in high CSAT scores and earning over 35+ positive TrustPilot reviews.
- Mastered the GoHighLevel platform to assist users in optimizing marketing/sales processes, driving platform adoption, and addressing pain points.
Customer Success Manager
- Assigned POC for 100+ clients for the NeoDove Calling CRM.
- Responsible for aligning and conducting onboarding, and working hand-in-hand with Sales POCs to convert trial accounts to paid.
- Solely responsible for product adoption, renewal, and issue resolution for assigned accounts.
Customer Success Specialist / Manager
- Assigned POC for 50+ clients for Keka HRMS Products.
- Monitored customer health, prepared Quarterly Business Reports (QBRs), resolved client issues, and provided direct training based on client feature requests.
Trainer — Offline Sales & Operations
- Handled NHT batches and supported them during OJT.
- Managed Inside Sales LOB, live call monitoring, TNI-Refreshers, and PRA Updates.
Senior Trainer
- Handled 6+ LOBs, training 250+ newly hired advisors and 50+ managers/directors on 'Clear' products, sales pitches, and demo delivery.
- Conducted refreshers to enhance agent-level performance.
- Recognized with 3 Extra Mile Awards (Jan 2020, Mar 2021, May 2021).
Customer Success Manager (GST Advisor)
- Handled GST Returns preparation, filing, and reconciliation.
- Managed client training, software renewals, re-activations, and worked closely with the Engineering Team for product testing.
Outsourcing Executive
- Managed lead generation through multiple platforms, negotiated with clients for quality product purchases, and handled the Delhi inspection team.
Skills & Tech Stack
Platform-specific expertise spanning GHL, telephony, integrations, HR software, and financial tools — built over 6.7+ years of hands-on SaaS work.
GoHighLevel Platform
Telephony & Messaging
Integrations & Automation
HR & CRM Platforms
Accounting & Billing
Infrastructure & DNS
Process & Documentation
Customer Success
Stop Letting Technical Issues
Block Your Agency Growth
Every hour your team spends debugging sub-account errors, chasing DNS propagation, or composing repetitive support responses is an hour not spent selling, scaling, or serving clients at a higher level.
Hand those bottlenecks to someone who has solved them dozens of times over — with documentation, Loom walkthroughs, and a structured process that prevents the same issue from surfacing twice.