Help Desk Specialist

Edelweiss is looking for a customer‑centered problem solver with strong technical skills—someone who enjoys supporting users, communicates with empathy, and provides clear guidance to help customers confidently use the platform. This is an opportunity to join a forward‑thinking organization at the intersection of publishing and technology, where your work directly supports book professionals across the industry.

As a Help Desk Specialist, you’ll provide frontline support for Edelweiss products. You’ll diagnose and troubleshoot issues, help users navigate the platform, explain technical concepts in clear and approachable terms, and collaborate with internal teams when patterns or improvement opportunities emerge.

This role is well‑suited for someone who genuinely enjoys helping people solve problems and likes working with data. You should be comfortable with basic database concepts, reviewing and updating metadata as needed, and using tools that help you understand what’s happening behind the scenes. A commitment to excellent customer service is essential. You’ll thrive here if you deliver thoughtful, accurate responses;

are open to using AI responsibly to enhance your workflow; and appreciate the steady, detail‑oriented pace of ticket‑based support.

• At least one year of experience in the book industry, with familiarity using Edelweiss products and services.
• Experience supporting systems or tools that manage data and publishing metadata
• Comfortable working with basic database concepts and using tools to review or update information as needed

• Familiarity with the ONIX for Books standard and general metadata practices in the publishing industry

• Full‑time, salaried position with commission bonus structure
• Remote work environment (Must live in US time zone)
• Opportunities for travel to key industry events
• Access to passionate, mission‑driven team building tools that support the entire book ecosystem

Base salary $55,000 – $60,000

• Fully remote with flexible work schedule
• 36‑hour work week
• Revenue‑sharing program after one year
• PTO and sick time
• 401K w/ match
• Health, vision, and dental insurance
• Short‑term and long‑term disability insurance
• Life AD&D insurance
• FSA for health and dependent care
• Fitness and home office stipends
• EAP