Provides technical support for a SaaS learning platform through phone, chat, and email. Troubleshoots authentication, access, reporting, integrations, data imports, provisioning, and content issues; manages escalated cases; documents resolutions; guides clients on configuration and best practices; partners with Product, Engineering, and Client Success; supports testing, knowledge-base development, and process improvements.
Job Type: Full-Time
Job Overview
BizLibrary is seeking a Technical Support Specialist who thrives on solving complex problems and delivering an exceptional client experience. In this role, you'll serve as a trusted advisor to our clients, helping administrators and learners successfully navigate our learning platform while troubleshooting technical issues, identifying root causes, and driving resolution.
This role provides opportunities to expand your expertise in SaaS technology, learning systems, authentication, reporting, integrations, and client consulting. You'll join a collaborative team that values curiosity, continuous learning, and client success while working across departments, influencing product improvements, and helping organizations develop the skills needed for what's next.
Success in this role requires technical problem-solving, curiosity, ownership, and a commitment to delivering an exceptional client experience.
Responsibilities
- Resolve client support cases via phone, chat, and email while serving as a subject matter expert on BizLibrary products and services.
- Troubleshoot platform functionality, user access, reporting, content delivery, and learning administration issues.
- Analyze and resolve technical issues related to authentication, user management, assignments, integrations, reporting, and course completion tracking.
- Assist clients with data imports, user provisioning, reporting discrepancies, and data integrity issues.
- Communicate clearly and professionally with clients throughout the case lifecycle, providing timely updates and recommendations.
- Provide configuration guidance, best practices, and solutions that help clients achieve their goals.
- Maintain accurate documentation of investigations, troubleshooting activities, and resolutions.
- Partner with Product, Engineering, and Client Success teams to resolve complex client issues.
- Own escalated cases, managing client expectations and driving issues to resolution.
- Participate in product testing and quality assurance efforts that support new releases.
- Contribute to knowledge base content, process improvements, and support documentation to enhance team efficiency and client experience.
Qualifications
- 3+ years of experience supporting SaaS applications
- Experience with LMS or HR technology business applications strongly preffered
- Strong analytical and problem-solving skills with the ability to diagnose issues across multiple systems
- Excellent written and verbal communication skills, with strong attention to detail and a commitment to accurate documentation.
- Demonstrated ability to prioritize and manage multiple client issues while meeting service expectations.
- Familiarity with authentication technologies such as SSO, SAML, and user provisioning.
- Experience working with reports, data analysis, CSV files, and data imports/exports.
- Strong troubleshooting skills, including browser-based diagnostics and use of Developer Tools
- Demonstrated ability to learn new technologies, processes, and product functionality quickly.
- Experience using ticketing and customer support platforms
- Experience using Microsoft 365 applications, including Excel, Teams, and Outlook.
- A passion for delivering exceptional customer experiences
Preferred Experience
- Experience supporting APIs, system integrations, or automated user provisioning processes.
- Experience leveraging AI-powered tools to improve productivity and problem-solving.
- Experience supporting Learning Management Systems (LMS), talent development platforms, or learning technology solutions.
- Familiarity with AICC, SCORM, xAPI, or other online learning content standards.
- Experience working with Zendesk, including workflows, automations, AI capabilities, and agent productivity tools.
Benefits:
-Work from anywhere within the US for most roles
-Competitive Salary
-Medical, Dental, and Vision Insurance
-Flexible PTO
-401K - 100% vested with ~4% match
-12 Paid Holidays
-Company Laptop
-Reimbursement for home office expenses
-Employee Referral Bonuses
-Short-Term and Long-Term Disability Insurance
-FSA & HSA Options
-Life Insurance
-Personal and Professional Development
-Employee Assistance Program (Mental Health)
-Parental Leave + baby bonus
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