Technical Customer Support Specialist

Job Summary

Providing exceptional technical support, the full-time Technical Customer Support Specialist will assist Australia-based customers by resolving technical issues through various support channels while working remotely from 11AM-7:30PM PT (2PM-10:30PM ET).

Key responsibilities

• Resolve customer technical issues effectively and efficiently through multiple support channels
• Document customer interactions using the support ticketing system to capture issue details and resolutions
• Communicate professionally with customers regarding issue status and resolution while meeting performance metrics

Required qualifications

• Minimum of 2 years of technical customer service experience, preferably in a SaaS environment
• Basic understanding or willingness to learn Higher Logic's Product Suite, HTML, and CSS
• Experience with CRM systems such as Zendesk or Salesforce
• Technical background or expertise through experience, self-led learning, or certifications/degrees
• Effective prioritization and triaging skills to manage multiple customer inquiries