Technical Customer Support Specialist

Company Description:

• Higher Logic has been recognized as the industry leader in building community and engagement solutions since 2007.
• We help customers create human-focused experiences to build lasting bonds between their customers, members, and employees.
• Our team is a demographically and culturally diverse group of dedicated individuals who share their expertise and live our values every day.

Job Summary:

• The Customer Support Specialist’s primary responsibility is to help customers successfully use Higher Logic’s software solutions.
• This role provides outstanding technical support through multiple channels to customers ranging from small businesses to large enterprises.
• The specialist must possess strong service and communication skills and be an expert troubleshooter with a passion for helping customers.

Essential Duties and Responsibilities:

• Resolve customer technical issues effectively and efficiently through multiple support channels.
• Document customer interactions using our support ticketing system to capture issue type, status, relevant notes, and resolution.
• Build and foster positive working relationships across the team and company, escalating tickets as needed.