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Technical Support Specialist

4 hours, 32 minutes ago
United States
Junior
Technical Support Engineer
Customer and Technical Support
CSS HTML JavaScript
Apply Now
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
View All Jobs 2

Description

  • Investigate and resolve customer technical issues through multiple support channels.
  • Research issues using product knowledge, documentation, case history, application data, system information, and AI-assisted tools.
  • Use browser diagnostics, logs, network activity, HAR files, error messages, and related evidence to troubleshoot web applications.
  • Ask focused questions and investigate beyond initial symptoms to identify likely root causes.
  • Validate AI-assisted findings before applying them to cases or communicating them to customers.
  • Communicate issue status, findings, next steps, and resolutions clearly and professionally.
  • Document customer interactions, evidence, troubleshooting steps, status, and resolutions in case-management systems.
  • Escalate unresolved issues with clear problem statements, supporting evidence, completed troubleshooting, and unanswered questions.
  • Develop product knowledge and improve technical investigation, customer-service, and AI-assisted troubleshooting skills.
  • Prioritize multiple inquiries while meeting productivity, quality, investigation, and customer-experience expectations.

Requirements

  • At least 2 years of technical customer-service experience, preferably in a SaaS environment.
  • Strong critical-thinking, problem-solving, troubleshooting, prioritization, and triage skills.
  • Excellent verbal and written communication and exceptional customer-service skills.
  • Basic understanding of, or willingness to learn, Higher Logic’s product suite.
  • Ability to use case-management, work-tracking, monitoring, observability, and approved data-access systems.
  • Ability to use browser developer tools and assess console messages, network activity, HAR files, logs, and common web application errors.
  • Basic understanding of or willingness to learn web technologies, browsers, web applications, HTML, CSS, JavaScript, APIs, and databases; advanced coding is not required.
  • Ability to use AI-assisted systems effectively, provide context, ask follow-up questions, and validate output accuracy.
  • Experience with customer-support, case-management, documentation, knowledge-management, web application troubleshooting, browser diagnostics, or AI-assisted tools is preferred.
  • Self-directed ability to learn and adapt to new products, technologies, tools, and troubleshooting methods.

Interested in this position?

Apply directly on the company website

Apply Now

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