Integration Support Specialist

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.