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Client Support Specialist

4 hours, 21 minutes ago
United States
Full-time
Mid Level
Technical Support Engineer
Customer and Technical Support
SAML
Apply Now
BizLibrary

BizLibrary

BizLibrary provides comprehensive online employee training and development solutions, featuring an extensive library of over 6,000 micro video lessons and courses designed to enhance learning retention and accessibility across various devices.

Diversified Consumer Services
51-200
Founded 1996
View All Jobs 3

Description

  • Resolve client support cases via phone, chat, and email as a subject matter expert on BizLibrary products and services.
  • Troubleshoot platform functionality, access, reporting, content delivery, learning administration, and course-completion issues.
  • Investigate authentication, user management, assignments, integrations, data imports, provisioning, and data integrity issues.
  • Provide clients with configuration guidance, best practices, recommendations, and timely case updates.
  • Document investigations, troubleshooting activities, and resolutions accurately.
  • Own escalated cases, manage client expectations, and drive issues through resolution.
  • Partner with Product, Engineering, and Client Success teams to resolve complex issues and improve the platform.
  • Participate in product testing and quality assurance for new releases.
  • Create knowledge-base content and improve support processes and documentation.

Requirements

  • 3+ years of experience supporting SaaS applications.
  • Experience with LMS or HR technology business applications strongly preferred.
  • Strong analytical troubleshooting skills across multiple systems.
  • Excellent written and verbal communication skills, attention to detail, and commitment to accurate documentation.
  • Ability to prioritize and manage multiple client issues while meeting service expectations.
  • Familiarity with SSO, SAML, and user-provisioning technologies.
  • Experience with reporting, data analysis, CSV files, and data imports/exports.
  • Experience with browser-based diagnostics and Developer Tools.
  • Experience using ticketing and customer support platforms, plus Microsoft 365 applications including Excel, Teams, and Outlook.
  • Experience supporting APIs, system integrations, automated provisioning, learning-content standards such as AICC, SCORM, or xAPI, Zendesk, or AI-powered productivity tools preferred.

Benefits

  • Work from anywhere within the U.S. for most roles.
  • Competitive salary.
  • Medical, dental, and vision insurance.
  • Flexible PTO and 12 paid holidays.
  • 401(k) with immediate 100% vesting and approximately 4% company match.
  • Company laptop and home-office expense reimbursement.
  • Short- and long-term disability, life insurance, and FSA/HSA options.
  • Professional development, mental health support, parental leave with baby bonus, and employee referral bonuses.

Interested in this position?

Apply directly on the company website

Apply Now

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