Customer Support Specialist

Related keywords: chat support remote jobcustomer service remote jobremote job customer service

This page contains product affiliate links.

Company Overview

Higher Logic operates as a leading human-focused engagement platform. With over 13 years of experience in the industry, they excel in delivering effective online communities and communication tools. Serving more than 3,000 customers and boasting around 350,000 online communities globally with over 200 million users, Higher Logic has carved a reputation for being at the forefront of the engagement landscape. The company is not just a service provider; it embodies a culture that promotes diversity, empathy, and collaboration, striving to create a stronger operational framework that enriches both employee experience and customer satisfaction.

Job Summary

The position of Customer Support Specialist I/II is crucial to Higher Logic’s commitment to ensuring customers effectively use their software solutions. This role involves providing outstanding technical support and customer service through various communication channels, including phone, case, and chat support. Customer inquiries can come from a variety of businesses, ranging from small enterprises to large corporations. The Specialist is expected to be an expert troubleshooter who possesses a genuine passion for helping others, showcasing strong service and communication skills.

Responsibilities

The Customer Support Specialist's core responsibilities include:

• Resolving customer technical issues effectively across multiple support channels.
• Communicating professionally with customers regarding their issue status and resolution timeline.
• Documenting customer interactions in a support ticketing system, ensuring accurate issue type classification and resolution tracking.
• Developing ongoing skills in customer service and troubleshooting techniques in the context of Higher Logic products.
• Building positive relationships across different teams within the organization.
• Escalating customer tickets as necessary to resolve issues in coordination with relevant departments (e.g., Product, Engineering, Sales, and Finance).
• Coordinating virtual sessions or calls with customers to facilitate effective troubleshooting.
• Meeting or exceeding performance metrics related to productivity and customer satisfaction.
• Adhering to all company policies and procedures while performing assigned duties.

Required Skills

To qualify for this position, candidates should have the following skills and attributes:

• A basic understanding of or willingness to learn Higher Logic’s software product suite.
• Strong critical thinking and troubleshooting skills.
• Effective prioritization capabilities to manage multiple inquiries from customers.
• Basic understanding or a willingness to learn HTML and CSS for troubleshooting purposes.
• Familiarity with standard web technologies, browsers, and web applications is a plus.
• Excellent verbal and written communication skills are essential.
• A commitment to delivering exceptional customer service at all levels.

Salary Information

While specific salary details are not mentioned in the job description, customer support specialists typically receive competitive wages based on experience and skill level in related fields. Factors influencing salary may include the applicant's previous customer service experience, technical knowledge, and proficiency in problem-solving.

Additional Insights

Higher Logic prides itself on its inclusive environment and is committed to providing equal opportunity employment. All qualified applicants will receive consideration regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other recognized characteristic. Higher Logic aims to ensure its application process is accessible to all, including individuals with disabilities, enhancing opportunities for a broader and more diverse workforce.

In conclusion, the role of Customer Support Specialist at Higher Logic offers candidates the chance to not only be part of a well-regarded company but also to contribute to the organizational mission of building engaged communities. Ideal candidates should be effective communicators, passionate about helping others, and eager to learn about the engagement tools that Higher Logic offers. With a commitment to personal development and a strong corporate ethos, applicants can look forward to a fulfilling work experience.

This job offer was originally published on himalayas.app