Technical Customer Support Specialist

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Higher Logic

WebsiteLinkedInAll Job Openings

201 - 500 employees

🤝 B2B

👥 B2C

☁️ SaaS

💰 $55M Private Equity Round on 2016-09

B2B • B2C • SaaS

Higher Logic is a leading provider of community engagement solutions. Since its inception in 2007, the company has been helping associations, businesses, and organizations build and manage their online communities. Its platforms, Higher Logic Thrive and Higher Logic Vanilla, facilitate member engagement, member acquisition, and customer retention through a variety of tools including AI, analytics, and integrations. Higher Logic empowers users to create and sustain meaningful connections with their communities, enhancing collaboration, advocacy, and customer experiences. The company focuses on providing comprehensive solutions for professional and trade associations, user groups, and both B2B and B2C markets.

📋 Description

• 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 • Develop and hone customer service & troubleshooting skills and Higher Logic product knowledge • Build and foster positive working relationships across the team and company • Escalate customer tickets as required to resolve issues • Coordinate phone calls or virtual sessions to troubleshoot effectively • Meet or exceed performance metrics around productivity and overall customer experience

🎯 Requirements

• Typically requires a minimum of 2 years of technical customer service experience, preferably in a SaaS environment • 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

🏖️ Benefits

• Flexible work hours • Technical support training • Employee development programs