Technical Customer Support Specialist

JOB SUMMARY The Customer 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 (phone, case, chat, etc.) to customers ranging from small businesses to large enterprises. As a customer facing role, the Customer Support Specialist must possess strong service and communication skills and is an expert troubleshooter with a passion for helping customers. This position will assist Australia based customers. The work hours will be between 11AM-7:30PM PT (2PM-10:30PM ET) ESSENTIAL DUTIES AND RESPONSIBILITES: Resolve customer technical issues effectively and efficiently through multiple support channels Communicate with customers professionally and consistently on issue status and resolution Document customer interactions using our support ticketing system to capture issue type, status, relevant customer notes and resolution Continually develop and hone customers service & troubleshooting skills and Higher Logic product knowledge Build and foster positive working relationships across the team and company As required and as per internal SLAs, escalate customer tickets to other teams needed to resolve customer issues (within CX, Product, Engineering, Sales and Finance) As needed, coordinate phone calls or virtual sessio...