Library Support Analyst
The Serials Solutions Library Support Analyst is responsible for first-level support of Serials Solutions products. Clients are primarily systems, technical services and serials librarians at client libraries who are responsible for loading and maintaining their customized Serials Solutions products. The position's main purpose is to solve issues related to data deliveries, Serials Solutions and vendor data, and serials bibliographic records from the Library of Congress and other sources. The Library Support Analyst will answer emails and phone calls, escalate bugs and feature requests, troubleshoot technical and non-technical issues and help create support materials and processes. This position will require knowledge of all Serials Solutions products and data and how they interact with each other, as well as a broad understanding of electronic serials, serials cataloging issues, URL structure (and construction) and MARC records in general.
Key Responsibilities
- Provide technical support to Serials Solutions's customers
- Answer email and phone calls related to product delivery and data inquiries
- Research data issues and follow up with Serials Solutions staff when necessary to fix problems before reporting back to client
- Troubleshoot problems
- Initiate contact with new clients and perform client configuration calls
- Create customization profiles for new clients
- Follow up with new clients who haven't yet implemented their service
Additional Responsibilities
- Identify and track feature requests
- Create product support materials and processes as needed to - enhance product support capabilities
- Answer queries from prospects about features and functionality using FAQ files and existing documentation
Requirements
- MLS or MLIS, or equivalent professional experience required
- Experience with or ability to learn programs like HTML, JavaScript or XML
- Understanding of electronic journals and databases
- Experience with library OPACs or other bibliographic records systems
- Proven skills with MS Office Suite of products
- Excellent written and verbal skills
- Great listening skills
- Ability to learn new things very rapidly
- Strong multi-tasking and organizational skills. Great attention to detail
- Great sense of humor
- Multilingual highly desirable