Technical Support Specialist

BizLibrary

. Resolve client support cases via phone, chat, and email while serving as a subject matter expert on BizLibrary products and services .

Posted 9/23/2026full-timeRemote • United StatesMid-LevelSenior💰 $50,000 - $55,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in resolving client support cases for SaaS applications, with strong analytical skills for troubleshooting technical issues and a commitment to clear communication and accurate documentation. Proficient in managing multiple client issues while collaborating with cross-functional teams to enhance product functionality and client satisfaction.

Highest-signal resume keywords

3+ Years Supporting SaaS ApplicationsExperience With Learning Management Systems (LMS)Strong Analytical And Problem-Solving SkillsFamiliarity With Authentication TechnologiesExperience Using Zendesk

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Troubleshooting SkillsData AnalysisUser ProvisioningAPI SupportCSV File ManagementBrowser-Based DiagnosticsLearning Technology SolutionsKnowledge Base ContributionQuality AssuranceProcess Improvements

Soft Skills

Excellent Written CommunicationExcellent Verbal CommunicationAttention To DetailTime ManagementClient Relationship Management

Tools & Technologies

Microsoft 365ExcelTeamsOutlookZendeskAI-Powered ToolsDeveloper Tools

Industry Keywords

SaaS ApplicationsHR TechnologyAICCSCORMXAPILearning AdministrationClient SuccessProduct Testing

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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