Customer Support Specialist

Summary

Join Higher Logic as a Customer Support Specialist and provide exceptional technical support to Australian customers using our software solutions. You will troubleshoot issues, communicate effectively with clients via various channels, and document interactions within our ticketing system. This role requires strong customer service and communication skills, along with technical aptitude. The position involves working specific hours in the evening (between 3:30 pm ET - 12 am ET and 5:30 pm ET - 2 am ET) and collaborating with various internal teams to resolve customer issues. You will need to meet performance metrics and adhere to company policies. Prior technical customer service experience is preferred.

Requirements

• 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

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

Preferred Qualifications

• Typically requires a minimum of 2 years of technical customer service experience, preferably in a SaaS environment
• 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