Technical Customer Support Specialist

📋 Description

• 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 in the ticketing system with issue type, status, 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 per internal SLAs, escalate customer tickets to other teams needed to resolve customer issues (within CX, Product, Engineering, Sales and Finance)

🎯 Requirements

• Basic understanding of or willingness to learn Higher Logic’s Product Suite
• Critical thinking and troubleshooting skills
• Excellent verbal and written communication skills
• Exceptional customer service skills
• Effective prioritization and triaging skills to manage multiple customer inquiries
• Basic understanding or willingness to learn HTML & CSS