Customer Support Specialist

Title: Customer Support Specialist- HL Vanilla

Location: US-Remote

Higher Logic exists to connect people, knowledge, and ideas to improve lives and organizations. Through our community solutions, we empower growth-stage businesses and associations to build a more engaged and meaningful relationship with their customers and members. Higher Logic serves more than 3,000 customers, representing over 350,000 online communities with greater than 200 million users in more than 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.

The Customer 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 (phone, case/email, 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.

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
• Basic knowledge or a willingness to learn standard web technologies, browsers and web applications
• Excellent verbal and written communication skills
• Exceptional customer service skills

You’ll earn:

• Competitive compensation.
• Comprehensive health benefits package.
• 401(k) plan with employer match.
• Healthcare and dependent-care flexible spending account.
• Company short-term and long-term disability insurance.
• Company culture that recognizes its employees.
• Room for growth and development and management that cares about your professional growth and will help you achieve your goals.
• Significant advancement opportunities for outstanding performers.

EEO Disclosure

Higher Logic is committed to equal opportunity. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.