Technical Support Analyst based in the Hamburg Office
At Ex Libris (a ProQuest company), we believe in the value of education and research. Our mission is to allow academic institutions to create, manage, and share knowledge. With better tools, our customers achieve their goals and further academic initiatives. Our products are in use in more than 7000 customer institutions in more than 90 countries across the globe.
We are looking for a Technical Support Analyst to be part of the EMEA Support Team
The Technical Support Analyst is responsible for providing a first point of contact for all inbound customer enquiries and providing expertise to customer, distributors and internal stakeholders for Ex Libris discovery solution Primo .The position's main purpose is to diagnose and resolve both technical and product functional inquiries or to handle implementation requirements.
What do we offer?
- Ideal starting position for young professionals and alumni with professional experience in library science / information science / information management / documentation
- This position can be based in our Hamburg, Amsterdam or Cambridge office.
- Opportunities to grow and to develop within the company
- Be part of a motivated and dedicated team
Duties and Responsibilities:
Responsible for proactive, seamless customer service in response to client service requests received via multiple channels (telephone, e-mail, or in-person visits) for assigned product family.
Work in close collaboration with other internal departments in assigned region to deliver exceptional service.
Investigate, report and document customer issues and/or enhancement requests. Ensure that both internal and external stakeholders are updated as appropriate.
Report queries, product defects and feature requests for resolution as appropriate
Actively participates in product discussions, working closely with senior members of the team to optimize the customer experience.
Attend and report on product update or training sessions as assigned. Maintain current knowledge of products, processors and feature functionality.
Authors and maintain product support collaterals as needed to enhance product adoption and usage, including FAQ's, Technical Tips, technical/functional specifications, etc.
Collaborate with colleagues across teams to solve issues, improve time to issue resolution and streamline the overall customer experience.
Bachelor's degree and professional experience, or an equivalent combination of education and experience.
Fluent in English and other European language is an advantage.
Understanding of HTML, CSS, web proxy, IP addresses.
Experience with library workflow tools such as OPACs, discovery layers, academic research tools and other bibliographic records systems.
Ability to learn new products quickly and to adapt to changes in delivered services.
Strong analytical skills (system analysis, troubleshooting, debugging others/own code, etc.)
Strong organizational skills with an ability to work well under stringent deadlines and shifting priorities.
Ability to learn and adjust to new things very rapidly.
Self-starting, self-motivated, team player who has the ability to work independently as well.
Good interpersonal skills: gets along well with others.
Shares knowledge readily and recognizes own need to learn.
Ability to consistently follow predefined guidelines, protocols and procedures.
Qualifications listed below, while not necessarily a requirement for this position in each circumstance, provide additional depth and value to the role.
Proven skills with MS Office Suite.
Experience teaching or training others, especially in a technical context.
Experience using academic search engines.
Experience writing knowledgebase documentation.
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