Note: The job is a remote job and is open to candidates in USA. Higher Logic is a company that provides software solutions, and they are seeking a Technical Customer Support Specialist. This role focuses on delivering exceptional technical support and customer service to clients, assisting them in effectively using Higher Logic’s software products.
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 working in a customer service or contact center environment
- Experience with CRM (Zendesk or Salesforce), Jira/Confluence
- Retail, hospitality or restaurant experience providing customer service
Company Overview