Customer Support Analyst

CUSTOMER SUPPORT ANALYST REQUIRED TO JOIN THE OCLC UK SUPPORT TEAM BASED IN SHEFFIELD

The Opportunity:

Do you want the opportunity to work in a fast-moving customer-focused environment?

Have you got a passion for outstanding customer support?

Do you want the opportunity to join an established team, who will share your dedication to delivering the best possible customer experience?

The role:

You and your colleagues will be providing first line support for our customers as part of our UK Customer Support Team, handling support tickets from the OCLC user community for OCLC’s cloud-based systems.  We pride ourselves on delivering excellent customer service, with demonstrable levels of customer satisfaction and strong performance against our service level agreements.

Main Responsibilities:

• Receiving and logging support calls from EMEA-based customers via email, web chat, and phone using our online call management system (Zendesk).
• Communicating with customers and staff in other departments within OCLC in order to progress support calls.
• Investigation of customer problems and management of support calls to closure.
• Representing the Support team on new WorldShare Management Services (WMS) customer projects, including responsibility for e-resources and general project support.
• Embracing new technologies and processes, including AI and Automation, as they become relevant to the role.
• Keeping up to date with the wide range of OCLC products as they are developed further.
• Working together as a support team in a hybrid environment, to ensure colleagues are updated on current issues.
• Advising and assisting customers in the operation and configuration of supported products.
• Liaison with account managers and others in the company on customer status, satisfaction, and training needs.

We will offer you:

• A varied and rewarding role in a friendly, motivated team.
• Opportunities for personal development.
• Flexible/hybrid working (3 office days + 2 at home).
• A starting salary of £25,000 - £32,450 per annum, 23 days holiday (increasing with service), a contributory pension scheme and private medical insurance.

Who we are looking for:

We are seeking an individual who has experience of working in a support environment and who is ideally of graduate calibre.  A qualification in Information Studies or a related discipline would be extremely valuable. To fill this role, you will be customer-focused, have a desire to quickly learn new software/technologies, and be committed to providing high levels of functional and technical support.  You will be comfortable both with working as part of a wider team across the organisation, being involved with on-going customer projects, and with managing your own workload.  You will have good analytical and technical skills, with a future focus, and will also be adept at communicating technical solutions to our users in non-technical language.  A good knowledge of processes within libraries and how libraries use software would be an advantage, as well as experience supporting non-native English speakers.

About us:

We work hard to build the technology that connects thousands of today's libraries.

OCLC is a global library organization that provides shared technology services, original research, and community programs for its membership and the library community at large. We are librarians, technologists, researchers, pioneers, leaders, and learners. With thousands of library members in more than 100 countries, we come together as OCLC to make information more accessible and more useful. OCLC is a leader in information technologies and innovative online services. With office locations around the globe, OCLC employees are dedicated to offering premier services and software to help libraries cut costs while keeping pace with the demands of our information-driven society.

Together we make breakthroughs possible.

Worldwide we employ over 1200 staff and are a leading supplier of Library Management Systems, with a fundamental public purpose of furthering ease of access to the ever-expanding body of worldwide scientific, literary and educational knowledge and information.

For more information, visit www.oclc.org.