Higher Logic is an industry leader in cloud-based engagement platforms. Our data-driven approach gives organizations an expanded suite of engagement capabilities, including online communities and marketing automation. From the initial web visit to renewal and ongoing engagement, we help you track and manage interactions along each stage of the digital customer experience. Organizations worldwide use Higher Logic to bring people all together, by giving their community a home where they can interact, share ideas, answer questions, and stay connected. Everything we do - the tools and features in our software, our services, partnerships, best practices - drives our ultimate goal of making your organization successful.

The Technical 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 to customers ranging from small businesses to large enterprises. As a customer-facing role, the Technical Support Specialist must possess strong service and communication skills, use sound judgment, and be an effective troubleshooter with a passion for investigating and resolving customer problems.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Investigate and resolve customer technical issues effectively and efficiently through multiple support channels.
• Use product knowledge, documentation, previous case history, application data, system information, and AI-assisted tools to research customer issues.
• Ask focused questions, assess available evidence, and follow reported problems beyond their initial symptoms to identify the likely source.
• Use browser diagnostic tools, logs, network activity, HAR files, error messages, and other available technical information during troubleshooting.
• Critically evaluate and validate findings produced by AI-assisted systems before using them to resolve a case or communicate with a customer.
• Communicate with customers professionally and consistently regarding issue status, findings, next steps, and resolution.
• Document customer interactions, troubleshooting performed, relevant evidence, issue status, and resolution in the appropriate case-management system.
• Escalate unresolved issues to the appropriate internal teams with a clear problem statement, supporting evidence, completed troubleshooting, and specific unanswered questions.
• Continually develop Higher Logic product knowledge and improve customer-service, technical-investigation, and AI-assisted troubleshooting skills.
• Meet or exceed agreed-upon performance expectations for productivity, quality of work, investigation quality, and overall customer experience.