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

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

Customer Support Specialist

Key skills