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Note: The job is a remote job and is open to candidates in USA. Higher Logic is a company that provides software solutions, and they are seeking a Technical Customer Support Specialist. This role focuses on delivering exceptional technical support and customer service to clients, assisting them in effectively using Higher Logic’s software products. ResponsibilitiesResolve customer technical issues effectively and efficiently through multiple support channelsCommunicate with customers professionally and consistently on issue status and resolutionDocument customer interactions using our support ticketing system to capture issue type, status, relevant customer notes and resolutionContinually develop and hone customers service & troubleshooting skills and Higher Logic product knowledgeBuild and foster positive working relationships across the team and companyAs 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 effectivelyMeet or exceed performance metrics around productivity, quality of work and overall customer experience as agreed upon with managerConduct all business in accordance with Higher Logic policies and proceduresAll other duties as assignedSkills Basic understanding of or a willingness to learn Higher Logic's Product SuiteCritical thinking and troubleshooting skillsExcellent verbal and written communication skillsExceptional customer service skillsEffective prioritization and triaging skills to manage multiple customer inquiriesBasic understanding or willingness to learn HTML & CSSBasic knowledge or a willingness to learn standard web technologies, browsers and web applicationsTypically requires a minimum of 2 years of technical customer service experience, preferably in a SaaS environmentTypical range for the role overall is 0-5 yearsTechnical background or expertise either through experience, self-led learning or certifications/degreesExperience working in a customer service or contact center environmentExperience with CRM (Zendesk or Salesforce), Jira/ConfluenceRetail, hospitality or restaurant experience providing customer serviceCompany Overview Higher Logic is a cloud-based community platforms. It was founded in 2007, and is headquartered in Arlington, Virginia, USA, with a workforce of 201-500 employees. Its website is http://higherlogic.com.