Remote SaaS Support Specialist — Client Success

Bizlibrary; United States; On-site; USD 50,000 - 55,000; Full time

Benefits offered by this job

Remote-US

Competitive salary

Medical insurance

Dental insurance

Vision insurance

Flexible PTO

401K

Company laptop

Home office stipend

Referral bonuses

Disability insurance

HSA/FSA options

Life insurance

Career development

Parental leave

Baby bonus

Job summary

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,

Qualifications

• 3+ years of experience supporting SaaS applications.
• Experience with LMS or HR technology business applications strongly preferred.
• 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.

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.

Skills

SaaS support

LMS experience

Problem solving

Communication

Data analysis

Authentication tech

Reporting

Ticketing tools

Microsoft 365

Tools

Zendesk

Microsoft 365 Apps

Job description

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,