Client Support Specialist

• minimum of 12-15 hours per week, possibility of increasing to 20 hours in future
• Location:
  
  Remote - USA time zones strongly preferred

Lib Lynx provides data services to scholarly publishing and related industries. Our “digital plumbing” empowers organisations to manage the identity and access of their users, and analyze usage of their products and services.

Our clients are diverse; ranging from complex global publishers to non-profits to small startups. Each brings a unique blend of needs, systems, and processes. And all of them help advance and disseminate human knowledge.

Our success comes from acting at the leading edge and applying complex domain knowledge and expertise in emerging spaces. We’re often the first to launch new services and products.

Our culture is innovative, collaborative, and empowering. We pool our skills and experience in a small yet powerful team. We value roles that are challenging and satisfying and seek out colleagues who want to work on meaningful projects that make a difference to the world.

You’ll be responsible for managing client support requests, using the classic three-tier approach:

• tier 1: triage and queue hygiene
• tier 2: troubleshooting and dialogue with client to resolve issues
• tier 3: escalated tickets for internal work

We are not looking for a traditional “ticket pusher”; our clients need you to act on all three tiers.

You know how to help users and client staff help themselves when troubleshooting an issue.

You know when to elevate a support issue to Engineering, and when to protect their focus.

Daily activities will include:

• Ticket Triage:
  Tagging and categorizing, initial triage, solving one-touch tickets, managing spam tickets, discussing priorities with Lib Lynx team
• Ticket Management:
  Tracking, working on, and shepherding tickets throughout their life cycle, passing tickets to and from clients and internal staff, tracking billable work, work with the Lib Lynx team to close tickets that linger
• Ticket Analysis:
  Review tickets, analyzing and spotting trends, report on ticket health overall (e.g., for company meetings)

You MUST have the following knowledge, skills, and abilities:

• Digital literacy in productivity tools such as ticketing, document management, and team collaboration platforms
• Comfort working with SaaS platforms and technical products
• Work independently and manage your own workload
• Communicate complex issues to non-technical people, verbally and in writing
• Readily engage detailed and challenging problems with patience and persistence
• Experience accessing electronic resources
• Basic familiarity with Identity and Access Management (IAM), such as IP address and SAML authentication
• Awareness of usage analytics (bonus points for knowledge of COUNTER, the library usage standard)
• Works to a flexible schedule, but can accommodate core hours US Pacific Time (10am-2pm) 5 days a week
• A Bachelor’s Degree, in any field, required (A Master’s in Library or Information Science is a plus!)

For the right candidate, this role will have the benefit of providing serious upskilling related to essential but little understood problems related to identity, access, and analytics in scholarly communications. We are looking for someone who is interested in digging into the technological “plumbing” that makes identity, access, and analytics work in scholarly publishing and libraries. The expectation is that you will acquire knowledge (and use it!).