Job Description:

You have a life. We like that about you.

At OCLC, we believe you'll do the best work of your life when you're living the best life possible.

We work hard to build the technology that connects thousands of today's libraries. But we also work hard to make a job at OCLC a meaningful part of a balanced life- not a substitute for one.

Technology with a Purpose. OCLC supports thousands of libraries in making information more accessible and more useful to people around the world.  OCLC provides shared technology services, original research and community programs that help libraries meet the ever-evolving needs of their users, institutions, and communities. With office locations around the globe, OCLC employees are dedicated to offering premier services and software to help libraries.

The Job Details are as follows:

The Technical Support Specialist I works collaboratively to provide application and technical support for customers via tickets, email and over the phone for cloudLibrary customers, who are primarily librarians. This position is responsible for troubleshooting, researching, and diagnosing issues related to apps, mobile devices and e-content. Will document cases in CRM and follow established escalation procedures until resolution.

Responsibilities:

• Provide first line support and call logging for cloudLibrary.


• Manage the cloudLibrary ticket queue and provide responses to customer issues.


• Research issues for solution and follow escalation procedures, providing detailed troubleshooting steps for second level support or Product.


• Maintain proper etiquette with libraries over the phone and via e-mail while helping to resolve application, content and device related issues.


• Collaborate with collection development, content and development teams to provide proper case documentation for escalated issues.

Requirements:

• Bachelor of Science degree in a business or computer-based discipline or an equivalent academic & work experience combination.


• At least one year of experience or equivalent expertise providing functional troubleshooting support of complex online services, software, and systems.


• Experience in a customer support role desired, experience in a library highly preferred.


• Familiarity with mobile apps, pcs, android and iOS and mobile devices preferred Computer/Technical Knowledge, Skills, Abilities and experience with office productivity software, computers, and email required


• Demonstrated exceptional ownership and orientation toward customer service. 


• Ability to handle stressful customer interactions effectively with tact and diplomacy. 


• Strong problem-solving skills. 


• Strong verbal and written communication skills. 

Desired but not Required:

• Master’s degree in a technical or library-related discipline.


• Excellent knowledge of third party software and environments, especially MS-Windows and communications software.


• Multilingual written and verbal skills.

Working Conditions: Normal office environment.

ADA/EAA: The above statements cover what are generally believed to be principal and essential functions of this job. Specific circumstances may allow or require some people assigned to the job to perform a somewhat different combination of duties.

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