Software Support Specialist

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Created: September 11, 2013


Are you good at explaining technical information to people?
Do you love helping people understand how to use new tools to better their and their clients’ lives? 
Do you like to fix things when they break and love learning new things as you work?

Then we need you!

The Serials Solutions,Software Support Specialist is responsible for first-level support, and configuration of Serials Solutions products.  Clients are primarily systems, technical services and serials librarians at client libraries. 

Our Software Support Specialists answers emails and phone calls, escalate bugs and enter feature requests, troubleshoot issues and propose improvements to support materials and processes.  They will work with clients to help manage their Serials Solutions products.  This position will require mastering Serials Solutions products and data and how they interact with each other, as well as a broad understanding of electronic serials, URL structure (and construction) and Electronic Resource and Management Systems in general.

Some of what you'll be doing:
Customer Service Savvy: Provide and sustain a high level of first-line, Tier 1 customer service to the customer base and local distributors for online products and services
Service Leader: Leads the handling of incoming service requests (telephone, email etc.) in accordance with Serials Solutions standards
Chief of Troubleshooting: Troubleshoot technical and non-technical issues, research issues and follow up with Serials Solutions staff
Bug Catcher: Escalate queries, bugs and feature requests as appropriate; work with other Product Support teams on such requests as needed
Product Support Specialist: Propose product support materials and processes as needed to enhance product support capabilities

What you'll have experience with:
At least 1 year of technical support and customer-facing experience
Experience handling technical and/or customer support issues
Experience with HTML and CSS.
Ability to learn and adjust to new things very rapidly.
Shares knowledge readily and recognizes own need to learn.
Good time management and punctuality.
Proven skills with MS Office Suite of products

If you are Interested Please Apply via Link:

Bonus Points!
Bachelors' degree
Language skills (speaking, reading and writing fluency) are highly desired in French
MLS or MLIS from ALA accredited institution, or equivalent experience.
Experience with library OPACs and other bibliographic records systems desired
Experience teaching or training others, especially in a technical context
Experience with JavaScript and XML
Understanding of electronic journals and databases
Experience using academic search engines
Experience writing support documentation

Here’s what you want to know about Serials Solutions:
Fantastic people:  Where smart is the norm and unique is welcome
Fun location:  Coffee houses, restaurants and right across the street from Fremont’s best pub
Great benefits:  Plus some unique stuff like monthly transportation subsidy, on-site events, flexible scheduling and wellness programs
Awesome office environment:  Nice office, jeans are the norm and (well behaved) Fido is welcome
Amazing company:  Annual compensation reviews, generous bonuses, and active “Green Team” and good morale

About Serials Solutions

Serials Solutions is a dedicated partner of libraries working to remain vital and relevant to their users and communities. We provide industry-leading technology solutions for libraries worldwide. The company helps libraries work better by providing innovative, practical Software-as-a-Service (SaaS) solutions, a comprehensive knowledgebase and unparalleled client support services.

Serials Solutions, a ProQuest® business, is headquartered in Seattle, Washington

Last updated: Tuesday, February 28, 2017 23:44 UTC