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 • 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 • 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

🎯 Requirements

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

🏖️ Benefits

• Health insurance • 401(k) matching • Flexible work hours • Paid time off