Are you good at explaining technical information to people?

Do you love helping people understand how to use new tools to better their and
their clients' lives?

Do you like to fix things when they break and love learning new things as you
work?

  
Then we need you!

  
The Serials Solutions,Software Support Specialist is responsible for first-
level support, and configuration of Serials Solutions
products. Clients are primarily systems, technical services
and serials librarians at client libraries.

  
Our Software Support Specialists answers emails and phone calls, escalate bugs
and enter feature requests, troubleshoot issues and propose improvements to
support materials and processes. They will work with
clients to help manage their Serials Solutions products.
This position will require mastering Serials Solutions products and data and
how they interact with each other, as well as a broad understanding of
electronic serials, URL structure (and construction) and Electronic Resource
and Management Systems in general.

  
Some of what you'll be doing:

Customer Service Savvy: Provide and sustain a high level of first-line, Tier 1
customer service to the customer base and local distributors for online
products and services

Service Leader: Leads the handling of incoming service requests (telephone,
email etc.) in accordance with Serials Solutions standards

Chief of Troubleshooting: Troubleshoot technical and non-technical issues,
research issues and follow up with Serials Solutions staff

Bug Catcher: Escalate queries, bugs and feature requests as appropriate; work
with other Product Support teams on such requests as needed

Product Support Specialist: Propose product support materials and processes as
needed to enhance product support capabilities

  
What you'll have experience with:

At least 1 year of technical support and customer-facing experience

Experience handling technical and/or customer support issues

Experience with HTML and CSS.

Ability to learn and adjust to new things very rapidly.

Shares knowledge readily and recognizes own need to learn.

Good time management and punctuality.

Proven skills with MS Office Suite of products

  
If you are Interested Please Apply via Link:http://ch.tbe.t
aleo.net/CH17/ats/careers/requisition.jsp?org=PROQUEST&cws=1&rid=1038

  
Bonus Points!

Bachelors' degree

Language skills (speaking, reading and writing fluency) are highly desired in
French

MLS or MLIS from ALA accredited institution, or equivalent experience.

Experience with library OPACs and other bibliographic records systems desired

Experience teaching or training others, especially in a technical context

Experience with JavaScript and XML

Understanding of electronic journals and databases

Experience using academic search engines

Experience writing support documentation

  
Here's what you want to know about Serials Solutions:

Fantastic people: Where smart is the norm and unique is
welcome

Fun location: Coffee houses, restaurants and right across
the street from Fremont's best pub

Great benefits: Plus some unique stuff like monthly
transportation subsidy, on-site events, flexible scheduling and wellness
programs

Awesome office environment: Nice office, jeans are the norm
and (well behaved) Fido is welcome

Amazing company: Annual compensation reviews, generous
bonuses, and active "Green Team" and good morale

  
About Serials Solutions

  
Serials Solutions is a dedicated partner of libraries working to remain vital
and relevant to their users and communities. We provide industry-leading
technology solutions for libraries worldwide. The company helps libraries work
better by providing innovative, practical Software-as-a-Service (SaaS)
solutions, a comprehensive knowledgebase and unparalleled client support
services.

  
Serials Solutions, a ProQuest® business, is headquartered in Seattle,
Washington

  
www.serialssolutions.com



Brought to you by code4lib jobs: http://jobs.code4lib.org/job/9978/