Job Details
Customer Support Specialist page is loaded **Customer Support Specialist**
**Customer Support Specialist**
locationsDublin, OH time typeFull time posted onPosted Yesterday job requisition idR0002145 ****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:**
**Responsibilities**
* Troubleshoot support situations for users and library system administrators in a blended phone and email support environment, resolving or coordinating resolution for all requests presented.
* Document all support activity within the CSD CRM system to ensure accurate reporting and trend identification, and to help maintain a history that will facilitate ongoing troubleshooting activity for specific users.
* As needed, and with a variety of tools, remotely access the customer's server or workstation to identify and resolve complex problems involving the operating system, local configuration, server application and related services, or the server's environment and operating system.
* Discovers, researches, tests, and documents new, valuable support information in the CSD CRM system or product specific documentation to ensure that answers and solutions are consistent, accurate, and more readily available to users.
* Assist the corporation in understanding customer responses to specific product offerings and desires for product enhancements, so that OCLC can continue to improve the functionality and quality of its products/services.
* Provides actionable operational feedback to management that enables meaningful process and product improvement
* Participate in new product implementation activities to help ensure CSD support readiness and better product quality/usability. This includes independent technical, functional and quality testing, procuring or developing new facilities or systems needed for support, reviewing user documentation, creating support documentation, developing/executing staff training curriculum.
* Act as a liaison with other sections, departments, divisions, or organizations, so that OCLC users can rely on CSD to coordinate support efforts on their behalf as needed to provide solutions and answers.
**Qualifications**
* 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
* May require working knowledge of web browser configurations, multiple versions; as well as functional knowledge of other web user interface technologies (plug-ins, Flash, CSS, and JavaScript etc.)
* May require experience in resolving problems with local area networks, firewall/proxy servers, database servers, Internet/Web servers, and server operating systems
* Knowledge of image files for use in Digital formatting in web browsers
* Demonstrated exceptional ownership and orientation toward customer service
* Ability to effectively communicate with and influence other working groups
* Ability to handle high stress situations effectively with tact and diplomacy
* Ability and willingness to work a flexible schedule in certain circumstances
* Ability to install and configure desktop and server software products for use with any supported operating system and telecommunications environment
* May require experience resolving problems operating products with third party local systems, local area networks, firewall/ proxy servers, and other Internet and Web issues.
* Strong problem-solving skills.
* Strong verbal and written communication skills.
**Desired but not Required**
* Masters degree in a technical or library-related discipline
* Working knowledge of personal computer and network hardware such as: memory management techniques, communications ports and protocols; including the ability to install, configure, operate, diagnose, and oversee the repair of desktop and communications hardware.
* Excellent knowledge of third party software and environments, especially MS-Windows and communications software
* Knowledge of Z39.50 clients, and connectivity via IP recognition or scripting software
* Multilingual written and verbal skills
* Knowledge of UNIX operating systems
locationDublin, OH time typeFull time posted onPosted 30+ Days Ago Send your resume to our Talent Acquisition Team for future opportunities!
****Who we are:****
We are a non-profit global technology company that develops innovative services for libraries. Together with member libraries, we connect people to the resources they need to learn and grow, and ultimately, to transform the world. We connect libraries to other libraries, making their work more efficient and effective. Our large-scale, high-performance cloud computing services enable libraries to share data, work and resources to save money and better serve their communities.
****What we do:****
We are dedicated and passionate about librariesand helping them change lives. Our goal is to provide innovative technologies for every library to help them meet the demands of a rapidly changing digital world. Our success depends on our ability to deliver new, high-quality features and stable, scalable solutions for libraries.
****Live our values:****
New ideas. Open dialog. Hard work. Recognition. Purpose.
We offer a dynamic, fulfilling work environment that is productive, collaborative, innovativeand fun. We are consistently rated among the top employers within Central Ohio and across the IT landscape. There is a strong, team-based culture where everyone is appreciated and focused on common goals. You will make a difference.
OCLC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
If you are interested in applying for employment with OCLC and need special assistance or an accommodation to apply for a posted position, contact our Human Resources Department at +1-614-###-#### or email at ...@oclc.org