Technical Customer Support Specialist required to help customers successfully use Higher Logic’s software solutions. This role delivers technical support and customer service across multiple channels (phone, case, chat, etc.) to customers ranging from small businesses to large enterprises. As a customer-facing role, you will demonstrate strong service and communication skills and be an expert troubleshooter with a passion for helping customers.

Responsibilities

Knowledge and skills: Experience:

Resolve customer technical issues effectively across support channels.
Communicate issue status and resolution professionally.
Document customer interactions in the ticketing system, capturing issue type, status, notes, and resolution.
Continually develop product knowledge and troubleshooting skills.
Build positive relationships across teams.
Escalate tickets to CX, Product, Engineering, Sales, and Finance when needed.
Coordinate calls or virtual sessions to troubleshoot.
Meet or exceed performance metrics around productivity, quality, and customer experience.
Adhere to company policies and procedures.
Perform other duties as assigned.
Basic understanding of Higher Logic’s product suite; willingness to learn.
Critical thinking and troubleshooting abilities.
Excellent verbal and written communication.
Strong customer service orientation.
Prioritization and triage skills for multiple inquiries.
Basic HTML & CSS understanding; willingness to learn web technologies.
Typically 2+ years of technical customer service experience, preferably in SaaS.
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About the role

Technical Customer Support Specialist required to help customers successfully use Higher Logic’s software solutions. This role delivers technical support and customer service across multiple channels (phone, case, chat, etc.) to customers ranging from small businesses to large enterprises. As a customer-facing role, you will demonstrate strong service and communication skills and be an expert troubleshooter with a passion for helping customers.

Responsibilities

Knowledge and skills: Experience:

Resolve customer technical issues effectively across support channels.
Communicate issue status and resolution professionally.
Document customer interactions in the ticketing system, capturing issue type, status, notes, and resolution.
Continually develop product knowledge and troubleshooting skills.
Build positive relationships across teams.
Escalate tickets to CX, Product, Engineering, Sales, and Finance when needed.
Coordinate calls or virtual sessions to troubleshoot.
Meet or exceed performance metrics around productivity, quality, and customer experience.
Adhere to company policies and procedures.
Perform other duties as assigned.
Basic understanding of Higher Logic’s product suite; willingness to learn.
Critical thinking and troubleshooting abilities.
Excellent verbal and written communication.
Strong customer service orientation.
Prioritization and triage skills for multiple inquiries.
Basic HTML & CSS understanding; willingness to learn web technologies.
Typically 2+ years of technical customer service experience, preferably in SaaS.
Ex