Technical Support Specialist

🕒 September 23

🇺🇸 United States – Remote

💵 $50k - $55k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💻 IT Support

👻 Ghost score 7%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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BizLibrary

WebsiteLinkedInAll Job Openings

51 - 200 employees

🛍️ eCommerce

📚 Education

👥 HR Tech

💰 Private Equity Round on 2018-12

eCommerce • Education • HR Tech

BizLibrary is a learning and development platform designed to enhance employee skills and productivity through comprehensive training programs. The company offers solutions for compliance culture, upskilling and reskilling employees, and supporting leadership development across organizations. BizLibrary's platform includes a curated content library, learning management system (LMS), and a range of use cases such as annual compliance, onboarding, leadership development, and remote work training. They aim to improve employee engagement, retention, and performance with a variety of training resources and tools. BizLibrary is recognized for creating impactful learning solutions that cater to different business needs.

📋 Description

• 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 supporting new releases • Contribute to knowledge base content, process improvements, and support documentation

🎯 Requirements

• 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 • 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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