Senior Support Specialist, Business Management Solutions

OVERVIEW

Join Broadlume as we lead the way in providing cutting-edge technology to the flooring industry, but we can’t do this without hiring smart people, like you! As the largest technology provider to this $70 billion industry, we’re dedicated to supporting local retailers in reaching their full potential and running highly profitable businesses.

Our award-winning platform connects retailers and manufacturers to provide shoppers with a seamless buying experience through our websites, CRM, business management software, payment processing, and retail selling system. We're redefining the flooring industry and want you to join us on this exciting journey!

We are seeking a self-driven and customer-focused Senior Support Specialist, BMS to join our team. The Senior Support Specialist, BMS primary responsibility is to provide technical expertise and guidance directly to customers and employees across all of our products. Support is delivered via email, phone, chat, virtual meetings, and occasional onsite support.

**This is a full time, remote position**

WHAT YOU’LL DO

As the face of Broadlume:

• Respond to customer requests by phone, chat, and email in a professional and timely manner, ensuring customers are aware of new functionality and efficient usage of the system.
• Respond to a variety of user requests and provide guidance on system use related to sales processing, accounting, and other system modules
• Communicate thoughtful, thorough, and accurate solutions to solve for the customer from beginning to end using language and terminology that the customer understands
• Work with key stakeholders to escalate, troubleshoot, and resolve ERP system issues related to software bugs and provide operating procedure coaching to customers to reduce need for support cases
• Manage day-to-day workflow with composure and flexibility as customer and team needs evolve, case volume changes
• Adjust priorities and workflow according to customer needs, level of urgency, customer priority, impact of the issue
• Develop, maintain, and build a deep understanding of Broadlume as a business, BL platforms, our services, org, industry
• Lead or assist, as needed ah-hoc projects designed to help improve the customer experience
• Participate and lead customer onboarding related to ancillary services and products as required

Requirements

WHO YOU ARE

• You have 5+ years of experience within the flooring industry using an industry specific business management / ERP system.
• You understand the intricacies of running a flooring business and the importance that systems play in a successful operation.
• You have knowledge and experience with accounting practices and account reconciliation processes.
• You are proficient in Excel and comfortable working with multiple spreadsheets.
• You are resourceful and solution focused. If you don’t know the answer, you’ll find it.
• You excel at written and verbal communication. You have exceptional written communication skills and know how to make complex topics seem simple when explaining things.
• You are able to relate to and connect with different personalities - you understand the importance of reading the room and adjusting your approach when necessary.
• You believe in amazing customer service. You always go the extra mile to be responsive, clear, and helpful to our clients.
• You are a quick learner and inquisitive.
• You are coachable, trainable, and open to constructive feedback.
• You have strong problem solving and decision-making skills including the ability to think ahead and get things done without intervention from others.
• You are a team player and able to operate in a dynamic environment.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, 4% match)
• Life Insurance
• Unlimited Paid Time Off
• Family Leave
• Short Term & Long Term Disability
• Work From Home + Remote Office Allowance
• Wellness Resources & Lifestyle Perks
• Calm Premium App Subscription
• Stock Option Plan

Who We Are:

Our mission at Broadlume is pretty simple: simplify the complicated world of digital marketing for the flooring industry. The opportunity is massive, and we have the team to execute the vision…except, well, for you.

At Broadlume, we are committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please email us at [email protected] and let us know the nature of your request and your contact information.

Broadlume is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.