Customer Support Specialist / Senior 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.

 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
• 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 

 

The Senior 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. In addition, this person mentors other team members and takes on department level project work to continue to enhance our customer service experience.

ESSENTIAL DUTIES AND RESPONSIBILITES:

• Resolve complex customer technical issues effectively and efficiently through multiple support channels
• Serve as a primary point of contact for escalated issues
• Provide portfolio level support and account oversight for specific customers
• Make recommendations and lead projects to improve processes, systems, documentation, and training
• Build and foster strong professional relationships with other departments (Implementation, CSM, Sales, Strategic Services, Product, Engineering)
• Cross-train and mentor other team members within areas of expertise
• Consistently meet or exceed individual key performance indicator metrics and targets around productivity, quality of work and customer experience.
• Act as liaison and a product advocate for enhancements and technical issues
• Perform detailed analysis on technical issues including steps to reproduce, collecting screenshots/videos, and filling out Jira issue templates
• Conduct all business in accordance with Higher Logic policies and procedures.
• All other duties as assigned.

 

KNOWLEDGE AND ABILITIES REQUIRED:

• Intermediate to Advanced level knowledge of the Higher Logic Product