Company Description
At Higher Logic, engagement happens here. As the industry-leading, human-focused engagement platform we deliver powerful online communities and communication tools to organizations looking to build, retain, and grow their member or customer base. We’re obsessed with engagement and, with over 13 years of experience in the industry, we’ve got it down to a science. We are a global company with offices throughout the US, Canada, and Australia. We serve more than 3,000 customers, representing over 350,000 online communities with over 200 million users across 42 countries worldwide.
Our team is a thriving community of authentic people with diverse experiences and perspectives. We are honest and genuine and believe that sharing ideas and feedback openly helps us to be successful. We believe that diversity and empathy bring us #AllTogether to make us stronger. We learn from failure and successes because both help us to grow and learn. We strive to understand the why behind our actions and bring our best selves to work every day.
JOB SUMMARY
The Customer Support Specialist I/II’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
· 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
· Excellent verbal and written communication skills
· Exceptional customer service skills
Higher Logic is committed to equal opportunity. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.
Higher Logic is committed to ensuring that its application process provides an equal employment opportunity to all job seekers, including individuals with disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to submit an application, please contact us by emailing [email protected]
Top Skills
What We Do
Higher Logic is an industry leader in cloud-based engagement platforms. Our data-driven approach gives organizations an expanded suite of engagement capabilities, including online communities and marketing automation. From the initial web visit to renewal and ongoing engagement, we help you track and manage interactions along each stage of the digital customer experience.
Organizations worldwide use Higher Logic to bring people all together, by giving their community a home where they can interact, share ideas, answer questions, and stay connected. Everything we do - the tools and features in our software, our services, partnerships, best practices - drives our ultimate goal of making your organization successful.
