Higher Logic Remote Customer Support Specialist

Work Based At Home; Canada; Remote; CAD 40,000 - 70,000; Full time

Job summary

Eine innovative Firma sucht einen engagierten Customer Support Specialist, der Kunden bei der Nutzung ihrer Softwarelösungen unterstützt. In dieser Rolle bieten Sie technischen Support und erstklassigen Kundenservice über verschiedene Kanäle. Sie werden Teil eines dynamischen Teams, das sich für Kundenbindung und -engagement einsetzt. Wenn Sie eine Leidenschaft für Problemlösungen und Kundenservice haben, ist dies die perfekte Gelegenheit für Sie, Ihre Fähigkeiten in einem unterstützenden und vielfältigen Umfeld einzusetzen und zu entwickeln.

Qualifications

• Starke Kommunikations- und Problemlösungsfähigkeiten.
• Bereitschaft, die Produktkenntnisse kontinuierlich zu erweitern.

Responsibilities

• Technische Probleme der Kunden effektiv über verschiedene Kanäle lösen.
• Dokumentation der Kundeninteraktionen im Support-Ticket-System.

Skills

Kundenservice

Technische Unterstützung

Kommunikationsfähigkeiten

Kritisches Denken

HTML

CSS

Education

Abschluss in einem relevanten Bereich

Tools

Support-Ticket-System

Job description

Higher Logic Remote Customer Support Specialist

February 5, 2025

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

· Excellent verbal and written communication skills