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The Job Details are as follows: The Customer Support Specialist is accountable for promptly addressing incoming support requests and second level referrals in a blended support environment. They will also proactively make outgoing calls to provide assistance and ensure the resolution or coordination of all presented requests.
Responsibilities: - Troubleshoot support situations for users and library system administrators in a blended phone and email support environment, resolving or coordinating resolution for all requests presented.
- Document all support activity within the CSD CRM system to ensure accurate reporting and trend identification, and to help maintain a history that will facilitate ongoing troubleshooting activity for specific users.
- As needed, and with a variety of tools, remotely access the customer's server or workstation to identify and resolve complex problems involving the operating system, local configuration, server application and related services, or the server's environment and operating system.
- Discovers, researches, tests, and documents new, valuable support information in the CSD CRM system or product specific documentation to ensure that answers and solutions are consistent, accurate, and more readily available to users.
- Assist the corporation in understanding customer responses to specific product offerings and desires for product enhancements, so that OCLC can continue to improve the functionality and quality of its products/services.
- Provides actionable operational feedback to management that enables meaningful process and product improvement
- Participate in new product implementation activities to help ensure CSD support readiness and better product quality/usability. This includes independent technical, functional and quality testing, procuring or developing new facilities or systems needed for support, reviewing user documentation, creating support documentation, developing/executing staff training curriculum.
- Act as a liaison with other sections, departments, divisions, or organizations, so that OCLC users can rely on CSD to coordinate support efforts on their behalf as needed to provide solutions and answers.
Qualifications: - Bachelor of Science degree in a business or computer-based discipline, or an equivalent academic/work experience combination.
- At least one year of experience or equivalent expertise providing functional troubleshooting/support of complex online services, software, and systems.
- May require working knowledge of web browser configurations, multiple versions; as well as functional knowledge of other web user interface technologies (plug-ins, Flash, CSS, and JavaScript etc.).
- May require experience in resolving problems with local area networks, firewall/proxy servers, database servers, Internet/Web servers, and server operating systems.
- Demonstrated exceptional ownership and orientation toward customer service.
- Ability to effectively communicate with and influence other working groups.
- Ability to handle high stress situations effectively with tact and diplomacy.
- Ability and willingness to work a flexible schedule in certain circumstances.
- Ability to install and configure desktop and server software products for use with any supported operating system and telecommunications environment.
- May require experience resolving problems operating products with third party local systems, local area networks, firewall/ proxy servers, and other Internet and Web issues.
- Strong problem-solving skills.
- Strong verbal and written communication skills.
Desired but not required:
- Master's degree in a technical or library-related discipline.
- Working knowledge of personal computer and network hardware such as: memory management techniques, communications ports and protocols; including the ability to install, configure, operate, diagnose, and oversee the repair of desktop and communications hardware.
- Excellent knowledge of third party software and environments, especially MS-Windows and communications software.
- Knowledge of Z39.50 clients, and connectivity via IP recognition or scripting software.
- Multilingual written and verbal skills.
- Knowledge of UNIX operating systems.
Working Conditions: Normal office environment.
ADA/EAA: The above statements cover what are generally believed to be principal and essential functions of this job. Specific circumstances may allow or require some people assigned to the job to perform a somewhat different combination of duties.