Technical Customer Support Specialist

JOB SUMMARY

The Customer Support Specialist’s primary responsibility is to help our customers successfully use Higher Logic’s software solutions.  This role provides outstanding technical support and customer service through multiple support channels (phone, case, chat, etc.) to customers ranging from small businesses to large enterprises.  As a customer facing role, the Customer Support Specialist must possess strong service and communication skills and is an expert troubleshooter with a passion for helping customers. 

This position will assist Australia based customers. The work hours change based on time of year for daylight savings in US and AU.  Summer - 2:30PM-11PM PT / Winter - 12:30PM-9PM PT (Summer 5:30PM-2AM ET Winter 3:30PM-12AM ET)

ESSENTIAL DUTIES AND RESPONSIBILITES:

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

KNOWLEDGE AND ABILITIES REQUIRED:

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

EXPERIENCE DESIRED:

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

Retail, hospitality or restaurant experience providing customer service

Experience working in a customer service or contact center environment

Experience with CRM (Zendesk or Salesforce), Jira/Confluence  

To protect yourself against the increasing number of recruiting scams, please make sure that you are communicating with Higher Logic. We communicate through our corporate website at Higher Logic and through corporate emails utilizing our domain name of @higherlogic.com. Be vigilant when checking domains because imitators often make very small changes to trick the eye. Additionally, please know that Higher Logic does not use text messaging or public messaging platforms, such as Telegram or Whatsapp, to make initial contact with candidates and Higher Logic will never ask an employment candidate for financial information or for payment of any kind.

Higher Logic does not accept agency or candidate sourcing solicitations emails or phone calls, nor do we pay agency fees for our posted positions