BizLibrary

IT Support

• 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

Technical Support Specialist