Technical Support Specialist

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

📋 Description

• Investigate and resolve technical issues faced by customers through various support channels.

• Leverage product expertise, documentation, historical case data, application details, system information, and AI-assisted tools to research customer inquiries.

• Pose targeted questions, evaluate evidence, and delve deeper than initial symptoms to pinpoint potential causes.

• Utilize browser diagnostic tools, logs, network activity, HAR files, error messages, and other technical data during the troubleshooting process.

• Verify AI-assisted findings prior to using them to resolve cases or communicate with clients.

• Professionally convey issue status, findings, next steps, and resolutions to customers.

• Record customer interactions, troubleshooting steps, evidence, issue status, and resolutions in the case-management system.

• Escalate unresolved issues to internal teams, providing problem statements, evidence, completed troubleshooting steps, and any remaining questions.

• Enhance knowledge of Higher Logic products and refine customer service, technical investigation, and AI-assisted troubleshooting skills.

• Meet performance standards for productivity, quality of work, investigation thoroughness, and customer experience.

• Adhere to Higher Logic policies and procedures in all business conduct.

• Perform additional duties as required.

⛳️ Requirements

• Basic understanding of, or eagerness to learn, Higher Logic's product suite.

• Strong critical thinking, problem-solving, and troubleshooting abilities.

• Capacity to search for and apply information from documentation, previous cases, known issues, and other available knowledge resources.

• Capability to learn and utilize case-management, work-tracking, system-monitoring, observability, and authorized data-access systems.

• Proficiency in using browser developer tools and conducting initial assessments of console messages, network activity, HAR files, logs, and common web application errors.

• Basic understanding of, or willingness to learn, standard web technologies, browsers, web applications, HTML, CSS, JavaScript, APIs, and databases.

• Ability to effectively utilize AI-assisted systems, provide relevant context, ask clear follow-up questions, and evaluate the accuracy and completeness of their outputs.

• Skill in using AI capabilities associated with approved product, support, knowledge, observability, and data systems as part of a thorough investigation.

• Ability to differentiate verified evidence from assumptions and recognize when additional information or specialized assistance is necessary.

• Excellent verbal and written communication skills.

• Outstanding customer service abilities.

• Effective prioritization and triage skills, with the capability to manage multiple customer inquiries.

• Self-motivated learner who can adapt to new products, technologies, tools, and troubleshooting methods.

• Generally requires a minimum of two years of technical customer service experience, preferably in a SaaS environment.

• Technical aptitude developed through professional experience, self-directed learning, technical training, certifications, or education.

• Experience with customer support, case management, work tracking, documentation, or knowledge management systems.

• Preferred experience in troubleshooting web applications or using browser diagnostics, system monitoring information, application data, or AI-assisted tools.

🏝️ Benefits

• Comprehensive health, dental, and vision insurance.

• Flexible work hours and remote work options.

• Opportunities for professional development and career advancement.

• A dynamic and inclusive work environment.

• Access to wellness programs and resources.