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.

Typically requires a minimum of 2 years of technical customer service experience, preferably in a SaaS environment.
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.

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.
Provides support to Australia based customers. The work hours will be between 11AM-7:30PM PT (2PM-10:30PM ET)

Customer Support Specialist

Key skills