Technical Support Specialist

📋 Description

• Investigate and resolve customer technical issues effectively and efficiently through multiple
• Use product knowledge, documentation, previous case history, application data, system information
• Ask focused questions, assess available evidence, and follow reported problems beyond their initial
• Use browser diagnostic tools, logs, network activity, HAR files, error messages, and other
• Critically evaluate and validate findings produced by AI-assisted systems before using them to
• Communicate with customers professionally and consistently regarding issue status, findings, next

🎯 Requirements

• 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
• Ability to learn and use case-management, work-tracking, system-monitoring, observability, and
• Ability to use browser developer tools and perform an initial assessment of console messages
• Basic understanding of, or willingness to learn, standard web technologies, browsers, web