Customer Support Specialist

Higher Logic

About The Position

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)

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
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
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

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