SaaS Tech Support Specialist – AI-Driven Customer Care

Higher Logic; United States; Remote; USD 52,000 - 76,000; Full time

Job summary

Higher Logic is seeking a Technical Support Specialist to help customers successfully use our cloud-based engagement platform. You will troubleshoot issues across multiple channels, use documentation and AI-assisted tools, and communicate clearly with clients to drive resolution.

You will escalate complex problems, document interactions in our case-management system, and continuously expand product knowledge to deliver outstanding service and support in a SaaS environment.

Qualifications

• Understanding of Higher Logic's product suite or willingness to learn.
• Strong problem-solving and troubleshooting abilities.
• Ability to use documentation and prior cases to resolve issues.
• Ability to use AI-assisted systems as part of investigations.
• Excellent verbal and written communication.

Responsibilities

• Investigate and resolve customer technical issues effectively and efficiently through multiple support channels.
• Use product knowledge, documentation, previous case history, application data, system information, and AI-assisted tools to research customer issues.
• Ask focused questions, assess available evidence, and follow reported problems beyond their initial symptoms to identify the likely source.
• Critically evaluate and validate findings produced by AI-assisted systems before using them to resolve a case or communicate with a customer.
• Communicate with customers professionally and consistently regarding issue status, findings, next steps, and resolution.
• Document customer interactions, troubleshooting performed, relevant evidence, issue status, and resolution in the appropriate case-management system.
• Escalate unresolved issues to the appropriate internal teams with a clear problem statement, supporting evidence, completed troubleshooting, and specific unanswered questions.
• Continually develop Higher Logic product knowledge and improve customer-service, technical-investigation, and AI-assisted troubleshooting skills.
• Meet or exceed agreed-upon performance expectations for productivity, quality of work, investigation quality, and overall customer experience.
• Conduct all business in accordance with Higher Logic policies and procedures.
• Perform other duties as assigned.

Skills

Technical Support

Customer Service

Troubleshooting

Communication

AI Tools

Documentation

Tools

Case Management Systems

Knowledge Management Systems

Job description

Higher Logic is seeking a Technical Support Specialist to help customers successfully use our cloud-based engagement platform. You will troubleshoot issues across multiple channels, use documentation and AI-assisted tools, and communicate clearly with clients to drive resolution.

You will escalate complex problems, document interactions in our case-management system, and continuously expand product knowledge to deliver outstanding service and support in a SaaS environment.