Technical Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Address client support inquiries through phone, chat, and email while acting as a subject matter expert on BizLibrary's offerings.

• Diagnose and resolve platform issues related to functionality, user access, reporting, content delivery, and learning administration.

• Investigate and rectify technical challenges associated with authentication, user management, assignments, integrations, reporting, and course completion tracking.

• Support clients with data imports, user provisioning, reporting discrepancies, and maintaining data integrity.

• Maintain clear and professional communication with clients throughout the case lifecycle, providing timely updates and actionable recommendations.

• Offer configuration advice, best practices, and solutions to help clients meet their objectives.

• Keep precise records of investigations, troubleshooting efforts, and resolutions.

• Collaborate with Product, Engineering, and Client Success teams to address intricate client concerns.

• Manage escalated cases, ensuring client expectations are met and issues are resolved effectively.

• Participate in product testing and quality assurance initiatives in support of new releases.

• Contribute to the knowledge base, process enhancements, and support documentation.

⛳️ Requirements

• A minimum of 3 years of experience in supporting SaaS applications.

• Preferably experienced with LMS or HR technology business applications.

• Strong analytical and problem-solving capabilities, with the ability to diagnose issues across various systems.

• Exceptional written and verbal communication skills, with a keen eye for detail and a commitment to precise documentation.

• Proven ability to prioritize and manage multiple client concerns while meeting service expectations.

• Familiarity with authentication technologies such as SSO, SAML, and user provisioning.

• Experience in dealing with reports, data analysis, CSV files, and data imports/exports.

• Strong troubleshooting abilities, including browser-based diagnostics and the use of Developer Tools.

• Demonstrated capacity to quickly learn new technologies, processes, and product features.

• Proficient in using ticketing and customer support platforms.

• Experienced with Microsoft 365 applications, including Excel, Teams, and Outlook.

• Background in supporting APIs, system integrations, or automated user provisioning processes.

• Familiar with AI-driven tools to enhance productivity and problem-solving capabilities.

• Experienced in supporting Learning Management Systems (LMS), talent development platforms, or learning technology solutions.

• Knowledge of AICC, SCORM, xAPI, or other online learning content standards.

• Experience with Zendesk, including workflows, automations, AI functionalities, and agent productivity tools.

🏝️ Benefits

• Work remotely from anywhere in the US for most positions.

• Competitive salary.

• Comprehensive Medical, Dental, and Vision Insurance.

• Flexible Paid Time Off (PTO).

• 401K plan with 100% vesting and approximately a 4% match.

• 12 Paid Holidays each year.

• Company-provided laptop.

• Reimbursement for home office expenses.

• Employee Referral Bonuses.

• Short-Term and Long-Term Disability Insurance.

• Flexible Spending Account (FSA) and Health Savings Account (HSA) options.

• Life Insurance coverage.

• Opportunities for personal and professional development.

• Employee Assistance Program focusing on mental health support.

• Parental Leave along with a baby bonus.