Discovery Solutions Catalog Specialist

Description

The Discovery Solutions Catalog Specialist is responsible for providing all aspects of support (including but not limited to creating, testing, customizing, and providing customer support) for EBSCO Publishing’s loading of custom institution databases such as customer catalogs and institutional repositories as part of EBSCO Discover Service (EDS) and OPAC on EBSCOhost.

Primary Responsibilities:

Support EDS custom institution databases and customers by providing initial set-up, and continued support. Initial set-up and support may include but is not limited to:

• Working closely with EBSCO Publishing Team members and the customer to obtain all necessary set-up information
• Mapping customer catalog fields to EP field definitions
• Development of custom mapping
• QA testing
• Working with Production and Database Designer
• Maintain documentation on custom institution databases support processes, including creating internal and external FAQ’s as needed
• Respond to all customer queries within 24-48 hours and document all communications in NetCRM
• Work closely with the Discovery Solutions Coordinator and/or Sales to provide support for questions pertaining to EBSCO Publishing’s Discovery Solutions Services, such as EBSCO Discover Service (EDS), OPAC on EBSCOhost, EBSCOhost Integrated Search (EHIS), and AtoZ with Link Source
• Assist in training team members as necessary
• Assist Customer Relations team with workflow as necessary
• Understand the technical environment, products serviced and systems used at EBSCO Publishing, and by our customers
• Other areas of responsibility as deemed necessary for the proper support of customers and EBSCO Publishing’s Discovery Solutions Services, such as EBSCO Discover Service (EDS), OPAC on EBSCOhost, EBSCOhost Integrated Search (EHIS), and AtoZ with Link Source

Requirements:

• Bachelors Degree, or comparable work experience
• Microsoft Requirements:
• Excel: 1+ to 2 years required
• Outlook: 1+ to 2 years required
• PowerPoint: >1 year required
• Word: 1+ to 2 years required

Preferred Qualifications:

• Experience in data analysis and processing strongly preferred
• MLS or MLIS preferred
• Library industry related experience a plus
• 1-2 years experience supporting customers using Web-based services, preferred
• XML familiarity a plus
• Excellent verbal and written communication
• Positive attitude & team player
• Excellent time management, multi-tasking, strong analytical abilities, and proven troubleshooting skills

About EBSCO Publishing: What We Offer

EBSCO Publishing is a leading provider of research databases for public libraries, colleges, universities, schools, hospitals, medical institutions, corporations and government institutions worldwide. The EBSCO Publishing Campus is located in Ipswich, Massachusetts along the banks of the Ipswich River. We are just minutes from the MBTA train stop and we provide 75% commuter rail reimbursement. EBSCO Publishing offers a competitive employee benefits package including Blue Cross Blue Shield health insurance, dental insurance, vision, short and long term disability, life insurance, and a retirement savings & profit sharing plan. Considered one of the top places to work in Massachusetts, EBSCO Publishing also offers a subsidized cafeteria, free coffee, an on-site fitness center with classes, and tuition reimbursement.

About the Customer Satisfaction Department

When you join EBSCO Publishing as a Discovery Solutions Catalog Specialist, you will contribute your skills to the Customer Satisfaction Department in Ipswich, MA.  This department provides technical support, relationship management and customer training.  Other professionals working in the Customer Satisfaction Department include technical support representatives, customer account specialists, operations support, training specialists, catalog specialists and more.

Please apply online at www.ebscohost.com/careers1/jobs.php?detail=8914.

EBSCO Publishing is an equal opportunity employer and welcomes diversity in the workplace. EOE M/F/H/V