Business Support Specialist

Business Support Specialist

LB Networks is a customer focused company with a SaaS product focused on network availability and performance compliance reporting. As a Business Support Specialist your role will be in supporting our customers by becoming a subject matter expert for our platforms and providing professional, timely answers and advice that makes our customers say, “LB Networks has the best customer support!”

You will be working alongside a team of fellow professionals and collaborating with our other internal teams to solve customer issues, improve processes, test and provide feedback on new features and functionality in our platforms, suggest improvements based on customer feedback and personal use of the systems, and contribute to the growth of the software business.

Primary Responsibilities include becoming a Subject Matter Expert in our SaaS Applications to provide the highest level of Support for our SaaS platform and Customers.

Additional Essential Duties and Responsibilities

• Customer Support – Provide exceptional customer support by responding to inquiries, troubleshooting technical issues, and resolving problems promptly and professionally.
• Internal Support – Work with our internal teams to resolve internal issues, document solutions, and to escalate customer support requests when necessary.
• Customer Training and Documentation – Maintain and create software guides, tutorials, and knowledge base articles to help customers use our platform to its full capabilities. Conduct live training sessions one on one or with groups to demonstrate and familiarize our customers with features and functionality.
• Quality Assurance – Test and validate the software functionality, security, and accuracy of features and reports provided by our platform. Think outside of the box to identify potential issues and misunderstandings to make sure that we continue to provide an accurate and streamlined customer experience. Solve problems before they become a customer support request.
• Metrics and Reporting – Monitor and analyze key performance indicators (KPIs) related to customer support and software usage. Prepare reports to identify trends, challenges, and areas for improvement.
• Customer Advocacy – Act as a liaison between customers and internal teams. Gather customer feedback and advocate for solutions that improve the customer experience and benefit.
• Continuous Learning – Become a subject matter expert that customers and team members can rely on to provide accurate timely information and to research and find solutions for more difficult issues. Stay up to date with industry trends, software releases, and advances that may impact or improve our customer’s availability and compliance.
• Other Responsibilities – Additional responsibilities as needed and appropriate to further your skills and advancement within LB Networks.

Required Qualifications

• Effective Troubleshooting – Step by step problem solving and research.
• Collaboration – Ability to work and communicate well in a team environment.
• Time Management – Balance tasks and priorities to make effective use of time.
• Technologically Adept – Firm understanding of basic computing and technological concepts. Basic understanding of computer networks and terminology.
• Capacity to Learn – No one knows everything, everyone should know to seek answers.
• Positive Attitude – Leave our customers feeling as though interacting with our support team is easy and rewarding.

Desirable Qualifications

• Technology/IT Certifications – Any certifications that demonstrate a basic understanding of networking or technical support.
• College Degree – Preferably in Business Administration, Management, or a related field.
• Experience – Prior customer relationship experience.
• Project Management – Basic understanding of or experience with managing customer projects

Job Type: Full-time

Pay: $18.00 - $20.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Chesterfield, MO 63005: Reliably commute or willing to relocate with an employer-provided relocation package (Required)

Experience:

• Customer Support: 1 year (Preferred)

Work Location: Hybrid remote in Chesterfield, MO 63005