Senior Customer Support Analyst

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.

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 

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 

Under supervision 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 

Willingness to take up responsibility in projects 

Provide 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 plus years’ experience providing support in a complex customer service environment, or equivalent expertise 

Fluently written and spoken English and local language 

Basic 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

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.