Technical Support Specialist

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.
• Conduct all business in accordance with Higher Logic policies and procedures.
• Perform other duties as assigned.

KNOWLEDGE AND ABILITIES REQUIRED

• Basic understanding of, or willingness to learn, Higher Logic's product suite.
• Strong critical-thinking, problem-solving, and troubleshooting skills.
• Ability to search and apply information from documentation, previous cases, known issues, and other available knowledge sources.
• Ability to learn and use case-management, work-tracking, system-monitoring, observability, and approved data-access systems.
• Ability to use browser developer tools and perform an initial assessment 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. Advanced coding or database administration skills are not required.
• Ability to use AI-assisted systems effectively, provide appropriate context, ask clear follow-up questions, and assess the accuracy and completeness of their output.
• Ability to use AI capabilities connected to approved product, support, knowledge, observability, and data systems as part of a complete investigation.
• Ability to distinguish verified evidence from assumptions and recognize when additional information or specialized assistance is required.
• Excellent verbal and written communication skills.
• Exceptional customer-service skills.
• Effective prioritization and triage skills with the ability to manage multiple customer inquiries.
• Self-directed learner who can adapt to new products, technologies, tools, and troubleshooting methods.

EXPERIENCE DESIRED

• Typically 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 using customer-support, case-management, work-tracking, documentation, or knowledge-management systems.
• Experience troubleshooting web applications or using browser diagnostics, system-monitoring information, application data, or AI-assisted tools is preferred.