Technical Customer Support Specialist

Company Description Higher Logic continues to be recognised as the industry leader in building community and engagement solutions serving customer & member-centric organisations since 2007. We help our customers create human-focused experiences to build lasting bonds between their customers, members and employees. Our expansion in the Asia Pacific market continues on the back of over 250% growth in 2020. The Australia-based team has also grown significantly since the doors opening in 2018. We're a thriving company made up of authentic people and unique perspectives. We have a shared passion for bringing people #AllTogether to create meaningful connections and rich discussions, unlocking the knowledge of this group. Our team is a demographically & culturally diverse group of dedicated individuals who share their expertise and live our values every day. We are recognised as great people with a disciplined approach to achieving great things aligned with strategic objectives. We continue to experiment with the way we work and the way that work adds value to our customers and the industries they serve. Job Summary 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, 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. This is a remote position, but we are only accepting applications from applicants residing in NSW / Sydney Australia. Hours will be 8AM-4:30PM AET 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
• Basic knowledge or a willingness to learn standard web technologies, browsers and web applications
• Excellent verbal and written communication skills
• Exceptional customer service skills

Experienced Desired:

• Typically requires a minimum of 2 years of technical customer service experience, preferably in a SaaS environment
• Typical range for the role overall is 0-5 years.
• Technical background or expertise either through experience, self-led learning or certifications/degrees
• Retail, hospitality or restaurant experience providing customer service
• Experience working in a customer service or contact center environment
• Experience with CRM (Zendesk or Salesforce), Jira/Confluence