Customer Support Specialist

Summary

Join Higher Logic as a Customer Support Specialist I/II and help our customers successfully utilize our software solutions. This customer-facing role demands strong service and communication skills, technical expertise, and the ability to troubleshoot effectively across multiple support channels (phone, case, chat). You will resolve customer technical issues, communicate professionally on issue status, document interactions, and continually develop your skills and product knowledge. Building positive working relationships and escalating tickets as needed are also key responsibilities. Success in this role requires meeting or exceeding performance metrics related to productivity, quality, and customer experience.

Requirements

• Basic understanding of or a willingness to learn Higher Logic’s Product Suite
• Critical thinking and troubleshooting 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
• Excellent verbal and written communication skills
• Exceptional customer service skills

Responsibilities

• 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