What are the responsibilities and job description for the End User Support (Technical Support) Specialist position at OverDrive?
Description
Alternative Work Schedule - Sunday to Thursday
This position will require you to be in the Greater Cleveland, OH Area
We are presently in a hybrid schedule, 2 days on campus and 3 days WFH
The Technical Support Specialist's responsibilities include providing support to end users and business partners for end user products and services. This role answers and resolves requests related to supported applications, responds to problems that require technical support, utilizes a support management system, and communicates end-users’ issues to product owners, technical staff, and account specialists. This position may work with other departments to perform testing, quality assurance, or provide other assistance as needed.
Responsibilities:
As you’ve probably guessed, OverDrive is a place that values individuality and variety. We don’t want you to be like everyone else, we don’t even want you to be like us—we want you to be like you! So, if you're interested in joining the OverDrive team, apply below and tell us what inspires you about OverDrive and why you think you are perfect for our team.
OverDrive values diversity and is proud to be an equal opportunity employer.
Alternative Work Schedule - Sunday to Thursday
This position will require you to be in the Greater Cleveland, OH Area
We are presently in a hybrid schedule, 2 days on campus and 3 days WFH
The Technical Support Specialist's responsibilities include providing support to end users and business partners for end user products and services. This role answers and resolves requests related to supported applications, responds to problems that require technical support, utilizes a support management system, and communicates end-users’ issues to product owners, technical staff, and account specialists. This position may work with other departments to perform testing, quality assurance, or provide other assistance as needed.
Responsibilities:
- Provide support to end-users including monitoring support queues, responding to troubleshooting requests via email, remote pc support, and phone to assist end-users, retailers and library staff with technical issues and questions.
- Work with Content Metadata and Production Services teams to report, test and correct content file issues.
- Proactively troubleshoot authentication issues and work with Integration Specialists and library technical contacts to resolve issues.
- Work with product owners, partner services, development teams, and IT to escalate issues as appropriate and provide feedback garnered from interaction with end-users.
- Document new or revised troubleshooting steps and responses as solution/help articles for use by the Technical Support team.
- Use certain utilities such as the ILS Config Tool, case split, etc.
- Bachelor’s Degree or equivalent experience.
- 0 - 3 years of related experience.
- Customer service experience preferably in a technical environment.
- Strong communication skills, ability to communicate effectively with client contacts, outside vendors / contractors, end users, and internal staff.
- Ability to communicate technical procedures verbally and in writing.
- Detail oriented with strong technical aptitude.
- Problem solving skills.
- Excellent computer proficiency with Microsoft Office Suite.
- Ability to speak and / or write in multiple languages preferred.
- Web and Internet technology experience preferred.
- Knowledge of eBook, audiobook and / or mobile devices preferred.
As you’ve probably guessed, OverDrive is a place that values individuality and variety. We don’t want you to be like everyone else, we don’t even want you to be like us—we want you to be like you! So, if you're interested in joining the OverDrive team, apply below and tell us what inspires you about OverDrive and why you think you are perfect for our team.
OverDrive values diversity and is proud to be an equal opportunity employer.