Technical Customer Support Specialist

Higher Logic

Customer Support Specialist providing technical support through various channels for Higher Logic software solutions. Assisting customers primarily based in Australia during specified hours.

Posted 7/28/2026full-timeRemote • 🇺🇸 United StatesJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong technical customer service skills with a focus on troubleshooting and effective communication. Proficient in managing customer inquiries and building positive relationships while adhering to company policies and performance metrics.

Highest-signal resume keywords

Technical Customer Service ExperienceTroubleshooting SkillsVerbal And Written Communication SkillsHTML KnowledgeSaaS Environment Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingHTMLCSSWeb TechnologiesCustomer Interaction Documentation

Soft Skills

Critical ThinkingExceptional Customer ServiceEffective PrioritizationRelationship Building

Tools & Technologies

Support Ticketing System

Industry Keywords

SaaSCustomer ExperiencePerformance MetricsInternal SLAs

About the role

Key responsibilities & impact

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 sessions with customers to troubleshoot effectively
Meet or exceed performance metrics around productivity, quality of work and overall customer experience as agreed upon with manager
Conduct all business in accordance with Higher Logic policies and procedures.
All other duties as assigned

Requirements

What you’ll need

Typically requires a minimum of 2 years of technical customer service experience, preferably in a SaaS environment
Basic understanding of or a willingness to learn Higher Logic’s Product Suite
Critical thinking and troubleshooting skills
Excellent verbal and written communication skills
Exceptional customer service skills
Effective prioritization and triaging skills to manage multiple customer inquiries
Basic understanding or willingness to learn HTML & CSS
Basic knowledge or a willingness to learn standard web technologies, browsers and web applications

Benefits

Comp & perks

Outstanding technical support from multiple support channels
Professional development opportunities