Technical Customer Support Specialist

This is a fully remote position, open to applicants in Australia.

📋 Description

• Efficiently and effectively resolve customer technical issues through various support channels.

• Maintain professional and consistent communication with customers regarding the status and resolution of their issues.

• Record customer interactions in our support ticketing system to document issue type, status, relevant customer notes, and resolutions.

• Enhance customer service and troubleshooting skills along with knowledge of Higher Logic products.

• Cultivate and maintain positive working relationships within the team and across the organization.

• Escalate customer tickets as necessary to ensure issues are resolved.

• Organize phone calls or virtual sessions for effective troubleshooting.

• Achieve or surpass performance metrics related to productivity and overall customer satisfaction.

⛳️ Requirements

• Generally requires at least 2 years of experience in technical customer service, ideally in a SaaS setting.

• Basic understanding of or a willingness to learn about Higher Logic’s Product Suite.

• Strong critical thinking and troubleshooting abilities.

• Excellent verbal and written communication capabilities.

• Outstanding customer service skills.

• Proficient in prioritizing and triaging to handle multiple customer inquiries effectively.

• Basic knowledge of or a willingness to learn HTML and CSS.

• Fundamental understanding or eagerness to learn about standard web technologies, browsers, and web applications.

🏝️ Benefits

• Flexible work hours.

• Technical support training.

• Employee development programs.