Technical Support Specialist

The Technical Support Specialist’s responsibilities include supporting end users and partners for OverDrive products and services. This role responds to and resolves questions and issues related to OverDrive’s apps, websites, and supporting services. Technical Support Specialists utilize a support management system to facilitate resolution to issues. This position frequently collaborates with other teams to troubleshoot issues, perform testing, and provide other assistance as needed., * Provide email support to end users and partners through a support queue, including occasional remote PC support for troubleshooting. Assist end users via phone when assigned.

• Work with the Content Services teams to report, test, and correct content file issues.
• Proactively troubleshoot authentication issues, in collaboration with Integration Specialists and library technical contacts to resolve issues.
• Escalate issues as appropriate to Product Management, Development, IT, and other Partner Services teams.
• Relay feedback learned from interaction with end users and/or library staff through Slack channels, discussions, and Product Opportunities.
• Document new or revised troubleshooting steps and responses as Knowledge/Help articles for use by the Technical Support team.
• Support standard cases and escalate complex issues to higher-level specialists.
• Demonstrate ownership of assigned cases and ensure timely resolution.

• Bachelor’s Degree or equivalent experience.
• 0-3 years’ of related experience.
• Customer service experience, preferably in a technical environment.
• Effective communication skills with end users, partners, and team members.
• Ability to communicate technical processes verbally and in writing.
• Detail oriented with strong technical aptitude.
• Problem solving skills.
• Excellent computer proficiency, including Microsoft Office Suite.
• Ability to speak and / or write in multiple languages preferred.
• Knowledge of books and / or mobile devices preferred.
• Ability to manage time effectively and prioritize tasks.
• Willingness to learn and adapt to new technologies and processes.