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