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:
Responsibility:
- Answer incoming support requests and second level referrals in a blended support environment, and place outgoing proactive calls, resolving or coordinating resolution for all requests presented
- Discovers, researches, tests, and documents new, valuable support information in the call tracking system or product related documentation.
- Discover, research, test, and document new, valuable support information in the call tracking system or product related documentation.
- Document all support activity within the call tracking system(s) to ensure accurate reporting and trend identification, and to help maintain a history that will facilitate ongoing troubleshooting activity for specific users
- Participates in new product implementation activities /projects to help ensure Application 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.
- Participate in new product implementation activities /projects to help ensure Application 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
- 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
- Act as a liaison with other sections, departments, divisions, or organizations, so that OCLC users can rely on Application Support to coordinate support efforts on their behalf as needed to provide solutions and answers
- Assist in evaluating the (technical) expertise of staff, identifies individual or group skill gaps, and provides training in order to improve our ability to provide consistent, efficient solutions for users. Coaches Customer Support analysts and agents.
- High level of willingness to take up responsibility in projects
- Provide expert level training in specific situations to members/customers.
Requirement:
- Position requires a Bachelor or Master degree in Business, Computer science, Library & Information science, or an equivalent academic/work experience
- 3+ years’ experience providing support in a complex customer service environment, or equivalent expertise
- Fluently written and spoken English and local language
- Working knowledge of:
- Workflow in libraries and/or
- Technology/tools underlying the OCLC products
Desired but not Required:
- A degree in a library or computer based discipline.
- Experience with functional support/troubleshooting of complex online services
- Knowledge of other European languages.
- Knowledge of Metadata (MARC21, XML)
- Experience in an international organization
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