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Higher LogicTechnical Support Specialist
Higher Logic operates as a cloud-based engagement platform provider offering online communities and marketing automation software to various organizations. The company is currently hiring a Technical…
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About This Role
Higher Logic operates as a cloud-based engagement platform provider offering online communities and marketing automation software to various organizations. The company is currently hiring a Technical Support Specialist to assist clients in maximizing the utility of its software suite. This customer-facing role involves delivering technical assistance across multiple channels to organizations ranging in scale from small businesses to large enterprises. The position suits individuals possessing strong analytical capabilities, effective communication…
Job Description
Higher Logic operates as a cloud-based engagement platform provider offering online communities and marketing automation software to various organizations. The company is currently hiring a Technical Support Specialist to assist clients in maximizing the utility of its software suite.
This customer-facing role involves delivering technical assistance across multiple channels to organizations ranging in scale from small businesses to large enterprises. The position suits individuals possessing strong analytical capabilities, effective communication skills, and a commitment to resolving technical challenges. Team members utilize browser developer tools, application data, system logs, and AI-assisted instruments to investigate and solve client inquiries.
Candidates must manage multiple customer contacts efficiently while maintaining adherence to company protocols and performance standards. The role requires continuous skill development regarding the Higher Logic platform and associated troubleshooting methods.
Responsibilities
- Resolve and investigate technical problems for clients via various support channels
- Utilize software documentation, past cases, system data, and AI-assisted tools during research
- Examine network activity, browser developer tools, error messages, logs, and HAR files to troubleshoot issues
- Validate outputs from AI-assisted systems prior to applying them to client cases
- Maintain professional communication with clients regarding issue progress and solutions
- Record troubleshooting steps, evidence, and resolutions inside the designated case-management platform
- Transfer unresolved matters to relevant internal departments with supporting documentation and clear statements
- Meet performance expectations related to work quality, investigation standards, and customer experience
Requirements
- Possess basic knowledge or willingness to learn the Higher Logic software suite
- Demonstrate strong problem-solving and critical-thinking abilities
- Know how to search and apply data from knowledge bases, documentation, and previous cases
- Operate case-management, observability, and work-tracking tools
- Analyze console messages, network traffic, HAR files, logs, and web application errors using browser developer tools
- Maintain basic understanding or willingness to learn web applications, browsers, HTML, CSS, JavaScript, APIs, and databases
- Utilize AI-assisted platforms properly by providing context and assessing output accuracy
- Communicate clearly through excellent verbal and written channels
- Deliver exceptional customer service while prioritizing multiple inquiries
Qualifications
- Have at least two years of technical customer service background, ideally within a SaaS company
- Demonstrate technical aptitude gained via education, training, self-directed study, or certifications
- Bring past experience working with documentation, knowledge management, or customer support tools
- Have familiarity troubleshooting web applications or utilizing system-monitoring data and AI tools
Core Skills
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
What is the location or remote policy for this role?
The posting specifies that the job is remote.
What is the employment type?
The position is full-time.
What experience is preferred for this position?
The role typically requires a minimum of two years of technical customer service experience, preferably in a SaaS environment.
What is the salary for this position?
The salary is not specified in the posting.
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