Integrations Support Specialist

Higher Logic

Posted: 
October 13, 2021
 

Company Description

At Higher Logic, engagement happens here. As the industry-leading, human-focused engagement platform we deliver powerful online communities and communication tools to organizations looking to build, retain, and grow their member or customer base. We’re obsessed with engagement and, with over 13 years of experience in the industry, we’ve got it down to a science. We are a global company with offices throughout the US, Canada, and Australia. We serve more than 3,000 customers, representing over 350,000 online communities with over 200 million users across 42 countries worldwide.

Our team is a thriving community of authentic people with diverse experiences and perspectives. We are honest and genuine and believe that sharing ideas and feedback openly helps us to be successful. We believe that diversity and empathy bring us #AllTogether to make us stronger. We learn from failure and successes because both help us to grow and learn. We strive to understand the why behind our actions and bring our best selves to work every day.

Job Description

Higher Logic is seeking an Integrations Support Specialist to join our Integrations Support team. This key team member will be responsible, as a technical resource, for existing customers with an integration. Responsibilities will also include third-tier application support, technical trainings and walkthroughs, technical research, troubleshooting and resolution of customer issues.

The successful candidate is technology-literate, loves detective work, relentlessly pursues the full answer and is able to see the connection between different pieces of software or technology components.

This person must also display a positive, proactive 'customer-first' approach, and is adept at conveying difficult concepts in terms that a non-technical user can appreciate and understand.

The Integrations Support Specialist demonstrates exceptional customer service and organizational skills and handles multiple priorities and responsibilities. Finally, applicants must also be self-directed, able to learn independently and possess good time and task management skills.

Responsibilities:

  • Leverage Visual Studio, MSSQL, SOAPUI and Postman to work independently to coordinate and solve highly complex technical integration issues.
  • Communicate with customers to clarify integration requirements.
  • Troubleshoot querying, and other questions/concerns escalated from CORE support.
  • Assist in giving integration connectivity support when integrations go down.
  • Update or create documentation for future reference, training and support purposes.
  • Assist internal and external customers in providing support with customer integration including email and phone support as needed.
  • Provide guidance/recommendations on integration configurations and functionality.
  • Work with Product and Engineering team as needed to proactively solve issues.
  • Work with partner integration support teams as needed to resolve client issues.
  • Search code base as needed to identify source of bugs and provide recommendations for fixing.

Qualifications

  • BA or BS degree or equivalent experience.
  • Previous Helpdesk (customer support) experience.
  • Introductory abilities troubleshooting in Microsoft SQL, C#, and APIs.
  • Demonstrated problem-solving skills to troubleshoot data flow processes.
  • Must be able to handle multiple projects at one time and be very results oriented.
  • Must work well both independently and in a team environment. Must be a self-starter.
  • Excellent verbal and written communication skills required.
  • Excellent communication skills via phone and in-person.
  • Strong organizational, multi-tasking, teamwork and communication skills.
  • Self-motivated and willing to take the initiative to follow through with customer issues.
  • UI and/or backend understanding of Higher Logic products (desired not required).
  • Working knowledge of third-party software integrated with Higher Logic (desired not required).

What you’ll earn:

  • Competitive compensation.
  • Comprehensive health benefits package.
  • 401(k) plan with employer match.
  • Healthcare and dependent-care flexible spending account.
  • Company short-term and long-term disability insurance.
  • Company culture that recognizes its employees.
  • Room for growth and development and management that cares about your professional growth and will help you achieve your goals.
  • Significant advancement opportunities for outstanding performers.

EEO Disclosure

Higher Logic is committed to equal opportunity.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Higher Logic is committed to ensuring that its application process provides an equal employment opportunity to all job seekers, including individuals with disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to submit an application, please contact us by emailing HRBenefits@higherlogic.com

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