Technical Customer Support Specialist
JOB SUMMARY
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. As a customer facing role, the Customer Support Specialist must possess strong service and communication skills and is an expert troubleshooter with a passion for helping customers.
This position will assist Australia based customers. The work hours will be between 11AM-7:30PM PT (2PM-10:30PM ET)
ESSENTIAL DUTIES AND RESPONSIBILITES:
- 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
KNOWLEDGE AND ABILITIES REQUIRED:
- 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
EXPERIENCE DESIRED:
- 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 with CRM (Zendesk or Salesforce), Jira/Confluence
To protect yourself against the increasing number of recruiting scams, please make sure that you are communicating with Higher Logic. We communicate through our corporate website at Higher Logic and through corporate emails utilizing our domain name of @higherlogic.com. Be vigilant when checking domains because imitators often make very small changes to trick the eye. Additionally, please know that Higher Logic does not use text messaging or public messaging platforms, such as Telegram or Whatsapp, to make initial contact with candidates and Higher Logic will never ask an employment candidate for financial information or for payment of any kind.
Higher Logic does not accept agency or candidate sourcing solicitations emails or phone calls, nor do we pay agency fees for our posted positions
As published by greenhouse
First Name, Last Name, Email, Phone, Resume/CV, Cover Letter, Location
- LinkedIn Profile optional
- Website optional
- Are you legally authorized to work in the United States or Canada? choose one
- Do you now, or will you in the future, require sponsorship for employment visa status? choose one
- What are your salary expectations?
- Are you able to work the Australian time zone hours that are listed in the job description? choose one
- Are there any agreements (e.g., non-competition, non-solicitation, non-disclosure, confidentiality), covenants, judgments, orders, decrees, or other obligations, written or otherwise, that may prevent, limit, or restrict you from accepting employment with Higher Logic, carrying out your duties as a Higher Logic employee, or otherwise affect your employment with Higher Logic? choose one
- If yes, provide details:
- I certify that I personally completed this application and affirm that the information provided and/or incorporated by reference on my application for employment with Higher Logic and all other information I provide during the screening/hiring process is true, accurate and complete and that I have withheld nothing that would affect my application unfavorably. I understand and agree that any false or misleading information, misrepresentations, or omissions may disqualify me from further consideration for employment and may result in dismissal if discovered at a later date. I understand that completion of my application does not assure me of a position with Higher Logic. I also understand that neither my application nor any other document constitutes a contract of employment for a specific term and that any employment relationship that may be established with be “at will” and may be terminated at any time, for any reason or for no reason, by me or Higher Logic. I also understand that no representative of Higher Logic has the authority to enter into an employment agreement, guarantee employment for a specified period, or modify any of the foregoing, other than the President, who would need to do so in a written document that expressly revises, modifies, deletes, or supersedes the policy of at-will employment. Any oral or written statements to the contrary are hereby expressly disavowed and should not be relied upon by any prospective or existing employee. choose any
- How did you hear about this career opportunity? choose any
- Have you ever been an employee of Higher Logic or one of its subsidiaries (i.e. Kavi, Socious, Informz, Real Magnet, Customer Imperative, Vanilla Forums)? choose one
- How many years of experience do you have in Support within a SaaS environment?