Senior Customer Support Analyst

Senior Customer Support Analyst page is loaded## Senior Customer Support Analyst locations:
Eeldetime type:
Part time posted on:
Posted Todayjob requisition :
R0003785
** 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 experience3 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 (MARC
21, XML)
Experience in an international organization
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* 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.

Send your resume to our Talent Acquisition Team for future opportunities!
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* Who we are:

** OCLC, a worldwide library services organization headquartered in Dublin, Ohio, 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.
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* What we do:

** When the world’s information is within reach of every individual, nothing will stand in the way of a brighter future. Together as OCLC, libraries connect people to the information they need to solve problems, push boundaries and shape the future. Knowledge sparks learning, creativity, and innovation. Together we make breakthroughs possible.

Because what is known must be shared.
** Live our values:
** New ideas. Open dialog. Hard work. Recognition. Servant’s heart.

We offer a dynamic, fulfilling work environment that is productive, collaborative, innovative—and fun. There is a strong, team-based culture where everyone is appreciated and focused on common goals. You will make a difference.
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