Technical Customer Support Specialist

Role Overview

• 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
• 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

Requirements

• Typically requires a minimum of 2 years of technical customer service experience, preferably in a SaaS environment
• Basic understanding of or a willingness to learn Higher Logic’s Product Suite
• Critical thinking and troubleshooting skills
• Excellent verbal and written communication 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

Benefits

• Exceptional customer service skills
• Flexible work arrangements