About this role

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
Develop and hone customer service & troubleshooting skills and Higher Logic product knowledge
Build and foster positive working relationships across the team and company
Escalate customer tickets as required to resolve issues
Coordinate phone calls or virtual sessions to troubleshoot effectively
Meet or exceed performance metrics around productivity and overall customer experience

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
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

Technical Customer Support Specialist

Key skills