客户支持专员
Client Support Specialist
职位类型：全职
职位概述
BizLibrary 正在寻找一名技术支援专家，该职位需要能够解决复杂问题并提供卓越的客户体验。在此职位上，您将成为客户的可信赖顾问，帮助管理员和学习者顺利使用我们的学习平台，同时排查技术问题、识别根本原因并推动解决。
此职位将为您提供机会，拓展在 SaaS 技术、学习系统、认证、报告、集成和客户咨询方面的专业知识。您将加入一个注重好奇心、持续学习和客户成功的协作团队，跨部门工作，推动产品改进，并帮助组织掌握未来所需的技能。
此职位的成功需要具备技术问题解决能力、求知欲、责任感以及对提供卓越客户体验的承诺。
职责
- 通过电话、聊天和邮件解决客户支持案例，同时作为 BizLibrary 产品和服务的专家。
- 排查平台功能、用户访问、报告、内容交付和学习管理问题。
- 分析并解决与认证、用户管理、任务分配、集成、报告和课程完成跟踪相关的技术问题。
- 协助客户处理数据导入、用户配置、报告差异和数据完整性问题。
- 在整个案件生命周期中与客户进行清晰专业的沟通，提供及时的更新和建议。
- 提供配置指导、最佳实践和解决方案，帮助客户实现目标。
- 准确记录调查、排查活动和解决方案。
- 与产品、工程和客户成功团队合作，解决复杂的客户问题。
- 负责升级的案件，管理客户期望并推动问题解决。
- 参与产品测试和质量保证工作，以支持新版本发布。
- 为知识库内容、流程改进和支持文档做出贡献，以提高团队效率和客户体验。
任职要求
- 3 年以上支持 SaaS 应用的经验
- 具有 LMS 或 HR 技术业务应用经验者优先
- 具备强大的分析和解决问题的能力，能够在多个系统中诊断问题
- 对技术充满热情，能够快速学习新工具和系统
查看英文原文
Job Type: Full-Time
Job Overview
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, integrations, and client consulting. You'll join a collaborative team that values curiosity, continuous learning, and client success while working across departments, influencing product improvements, and helping organizations develop the skills needed for what's next.
Success in this role requires technical problem-solving, curiosity, ownership, and a commitment to delivering an exceptional client experience.
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.
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
Originally posted on Himalayas