Technical Customer Support Specialist

🕒 July 28

🇺🇸 United States – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

💻 IT Support

🚫👨‍🎓 No degree required

👻 Ghost score 21%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Higher Logic

WebsiteLinkedInAll Job Openings

201 - 500 employees

💼 Consulting

📣 Marketing

☁️ SaaS

💰 $55M Private Equity Round on 2016-09

Consulting • Marketing • 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 through phone, case, chat, and other support channels • Communicate issue status and resolutions professionally and consistently • Document customer interactions, issue types, statuses, notes, and resolutions in the support ticketing system • Develop customer service, troubleshooting skills, and Higher Logic product knowledge • Build positive working relationships across the team and company • Escalate customer tickets to CX, Product, Engineering, Sales, and Finance teams as required by internal SLAs • Coordinate customer phone calls or virtual troubleshooting sessions as needed • Meet or exceed productivity, work quality, and customer experience metrics • Conduct business according to Higher Logic policies and procedures • Perform other assigned duties

🎯 Requirements

• Basic understanding of or 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 for multiple customer inquiries • Basic understanding of or willingness to learn HTML and CSS • Basic knowledge of or willingness to learn standard web technologies, browsers, and web applications • Minimum 2 years of technical customer service experience, preferably in a SaaS environment • Technical background or expertise through experience, self-led learning, or certifications/degrees • Experience with CRM systems such as Zendesk or Salesforce • Experience with Jira and Confluence • Ability to work 11:00 AM–7:30 PM PT (2:00 PM–10:30 PM ET) assisting Australia-based customers