Library Applications Support Specialist
Role details
Job location
Tech stack
Job description
Based in our Enfield office with a hybrid working model, you'll join the Global Customer Satisfaction department as a Library Applications Support Specialist. If you're passionate about providing outstanding customer support, building strong client relationships, and enjoy working in a fast-paced, technology-focused environment, this is the role for you! We're seeking a dedicated French-speaking Library Applications Support Specialist with experience in Library Management Systems and or Discovery Solutions to assist customers using EBSCO software solutions and help ensure their success. What You'll Do:
- Provide first-line technical support via phone and email
- Troubleshoot and resolve product-related issues
- Guide clients through installation, configuration, and upgrades
- Monitor customer casework and ensure timely resolution
- Conduct proactive service meetings and communicate updates
- Advocate for customer needs across internal teams
- Deliver internal training and maintain support documentation
- Present technical concepts to both technical and non-technical audiences
- Continuously improve service delivery models
Requirements
Do you have experience in Organizational skills?, Do you have a Master's degree?, * BA/BS degree or equivalent experience in customer support
- Experience with ILS library systems and/or MLIS degree
- 2+ years of experience in web technology and software applications
- Strong communication skills, including the ability to speak French
- Technical knowledge of EBSCO products and APIs (preferred)
- Strong organizational skills and ability to work collaboratively
