Client Support Specialist

Team: Client Support

Location: Remote

Commitment: Full-time

Workplace Type: remote

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.