Note: The job is a remote job and is open to candidates in USA. Higher Logic provides software solutions, and it is seeking a Technical Customer Support Specialist to help customers successfully use its products. The role provides technical support and customer service through phone, case, chat, and other channels, troubleshoots customer issues, documents interactions, and coordinates escalations and virtual sessions as needed.
Responsibilities
- Resolve customer technical issues effectively and efficiently through multiple support channels
- Communicate with customers professionally and consistently on issue status and resolution
- Document customer interactions using our support ticketing system to capture issue type, status, relevant customer notes and resolution
- Continually develop and hone customers service & troubleshooting skills and Higher Logic product knowledge
- Build and foster positive working relationships across the team and company
- As required and as per internal SLAs, escalate customer tickets to other teams needed to resolve customer issues (within CX, Product, Engineering, Sales and Finance)
- As needed, coordinate phone calls or virtual sessions with customers to troubleshoot effectively
- Meet or exceed performance metrics around productivity, quality of work and overall customer experience as agreed upon with manager
- Conduct all business in accordance with Higher Logic policies and procedures
- All other duties as assigned
Skills
- Basic understanding of or a willingness to learn Higher Logic's Product Suite
- Critical thinking and troubleshooting skills
- Excellent verbal and written communication skills
- Exceptional customer service skills
- Effective prioritization and triaging skills to manage multiple customer inquiries
- Basic understanding or willingness to learn HTML & CSS
- Basic knowledge or a willingness to learn standard web technologies, browsers and web applications
- Typically requires a minimum of 2 years of technical customer service experience, preferably in a SaaS environment
- Typical range for the role overall is 0-5 years
- Technical background or expertise either through experience, self-led learning or certifications/degrees
- Experience with CRM (Zendesk or Salesforce), Jira/Confluence
- This position will assist **Australia** based customers. The work hours will be between 11AM-7:30PM PT (2PM-10:30PM ET)
Company Overview