Technical Customer Support Specialist

6 hours, 38 minutes ago
Junior
Customer and Technical Support
Higher Logic

Higher Logic

Higher Logic develops cloud-based community software that enables organizations to create secure online spaces for individuals to connect, share ideas, and engage in meaningful conversations.

Internet Software & Services
251-1K
Founded 2007
$55M raised

Description

  • Resolve customer technical issues efficiently through phone, case, chat, and other support channels.
  • Communicate professionally with customers about issue status and resolution.
  • Document customer interactions in the support ticketing system, including issue type, notes, status, and resolution.
  • Develop customer service, troubleshooting, and Higher Logic product knowledge over time.
  • Build and maintain positive working relationships across the team and company.
  • Escalate customer tickets to CX, Product, Engineering, Sales, or Finance when needed under internal SLAs.
  • Coordinate phone calls or virtual sessions with customers to troubleshoot issues.
  • Meet or exceed productivity, quality, and customer experience metrics.
  • Follow Higher Logic policies and procedures in all business activities.
  • Perform other duties as assigned.

Requirements

  • Basic understanding of or 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 of or willingness to learn HTML and CSS.
  • Basic knowledge of or willingness to learn standard web technologies, browsers, and web applications.
  • Minimum of 2 years of technical customer service experience, preferably in a SaaS environment.
  • Typical overall experience range of 0-5 years.
  • Technical background or expertise gained through experience, self-led learning, certifications, or degrees.
  • Retail, hospitality, or restaurant customer service experience is preferred.
  • Experience working in a customer service or contact center environment is preferred.
  • Experience with CRM tools such as Zendesk or Salesforce, and Jira/Confluence is preferred.
  • Must work Australia support hours between 11AM-7:30PM PT (2PM-10:30PM ET).

Interested in this position?

Apply directly on the company website

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