Technical Support Specialist

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 an industry leader in cloud-based engagement platforms. Our data-driven approach gives organizations an expanded suite of engagement capabilities, including online communities and marketing automation. From the initial web visit to renewal and ongoing engagement, we help you track and manage interactions along each stage of the digital customer experience.Organizations worldwide use Higher Logic to bring people all together, by giving their community a home where they can interact, share ideas, answer questions, and stay connected. Everything we do - the tools and features in our software, our services, partnerships, best practices - drives our ultimate goal of making your organization successful.

The Technical Support Specialist'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 to customers ranging from small businesses to large enterprises. As a customer-facing role, the Technical Support Specialist must possess strong service and communication skills, use sound judgment, and be an effective troubleshooter with a passion for investigating and resolving customer problems.

ESSENTIAL DUTIES AND 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.

KNOWLEDGE AND ABILITIES REQUIRED

• Basic understanding of, or willingness to learn, Higher Logic's product suite.
• Strong critical-thinking, problem-solving, and troubleshooting skills.
• Ability to search and apply information from documentation, previous cases, known issues, and other available knowledge sources.
• Ability to learn and use case-management, work-tracking, system-monitoring, observability, and approved data-access systems.
• Ability to use AI-assisted systems effectively, provide appropriate context, ask clear follow-up questions, and assess the accuracy and completeness of their output.
• Ability to use AI capabilities connected to approved product, support, knowledge, observability, and data systems as part of a complete investigation.
• Ability to distinguish verified evidence from assumptions and recognize when additional information or specialized assistance is required.
• Excellent verbal and written communication skills.
• Exceptional customer-service skills.
• Effective prioritization and triage skills with the ability to manage multiple customer inquiries.
• Self-directed learner who can adapt to new products, technologies, tools, and troubleshooting methods.

EXPERIENCE DESIRED

• Typically requires a minimum of two years of technical customer-service experience, preferably in a SaaS environment.
• Technical aptitude developed through professional experience, self-directed learning, technical training, certifications, or education.
• Experience using customer-support, case-management, work-tracking, documentation, or knowledge-management systems.

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in Higher Logic’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.