Higher Logic

IT Support

• Investigate and resolve customer technical issues 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 evidence, and investigate beyond initial symptoms to identify likely causes
• Use browser diagnostic tools, logs, network activity, HAR files, error messages, and other technical information during troubleshooting
• Validate AI-assisted findings before using them to resolve cases or communicate with customers
• Communicate issue status, findings, next steps, and resolutions professionally to customers
• Document customer interactions, troubleshooting, evidence, issue status, and resolutions in the case-management system
• Escalate unresolved issues to internal teams with problem statements, evidence, completed troubleshooting, and unanswered questions
• Develop Higher Logic product knowledge and improve customer-service, technical-investigation, and AI-assisted troubleshooting skills
• Meet performance expectations for productivity, work quality, investigation quality, and customer experience
• Conduct business according to Higher Logic policies and procedures
• Perform other duties as assigned

Explore Technical Support Specialist at Higher Logic. Review requirements and application details.