The Support Analyst provides troubleshooting and diagnosis, installation, and consultancy to customers using SirsiDynix applications, specifically Symphony, BLUEcloud Circulation, BLUEcloud Cataloging, Web Services and integration with third party products as well as other products assigned over time by the manager. This often involves in-depth interaction with a customer’s installation of SirsiDynix software and the database it runs on, as well as assisting customers as they troubleshoot their system configuration and database in order to effectively identify and resolve issues.

Essential Functions:

• Analyze, troubleshoot and debug issues related to company developed software applications. Confer with and advise customer on the use of applications. Create workaround procedures when standard procedures have failed.
• Exhibit a good understanding of daily library operations.
• Prioritize and manage workload through the company’s customer relationship management system in order to meet personal and team service level commitments. Ensure issues are resolved in a timely fashion.
• Answer and log customer calls and maintain frequent contact with customers when resolving inquiries or problems. Create test scenarios to verify problems and proof code fixes and accurately document problems and solutions and/or workarounds for customers.
• Assist with quality assurance and testing procedures.
• Provide customers and staff with clarification on product functionality. Explain product capabilities and workflow to library contacts.
• Maintain open communication with all departments, individuals and resources within the company to perform all responsibilities.
• Troubleshoot web-based technologies on both server and desktop platforms.

Additional responsibilities

• Attend regular training to increase software knowledge and remain up to date on newest developments.
• Perform other duties as assigned.

Knowledge and Skills

• Excellent oral and written communication skills in both English and Spanish, with the ability to create well written documentation and resolutions in both languages
• Strong working knowledge of desktop Microsoft Operating Systems and Web browsers
• Knowledge of web based application technologies and troubleshooting techniques
• Knowledge of enterprise web based applications
• Knowledge of Java, Apache Server, Perl and SQL is preferred
• Experience with Mac OS is a plus

Experience

• 6 to 12 months of experience providing customer support is preferred
• 12 months of experience working with SirsiDynix applications, library-related background, computer, customer service, or equivalent experience

Education

• Associate Degree in a related field or equivalent combination of relevant coursework, certifications, and experience is required
• BA/BS Degree in Information Technology/Systems, Computer Engineering, or a related field of study preferred

Additional Requirements

• Qualified candidates must be able to pass background check and drug test (including marijuana)

Hiring Salary Range

• $40,000 to $50,000 pay range depending on qualifications

About SirsiDynix...

At SirsiDynix, we make software for libraries. Libraries buy books from vendors, keep track of the books in their systems, and distribute the books to library users. The software we build helps them do that (and a lot more). We make products that:

• Give libraries the power of cloud computing
• Make it easy for library users to check out ebooks
• Let libraries use new technology like tablets and smartphones
• Make searching the library as easy as searching Google or Amazon
• Give libraries innovative ways to increase budgets by offering new services

We help more than 23,000 libraries answer the questions posed by new technology and changes in society. Are you ready to join us?

SirsiDynix is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, creed, color, religion, national origin, sexual orientation, gender identity, gender expression, veteran status, sex, or age and will not be discriminated against on the basis of disability. Our company uses E-Verify to confirm the employment eligibility of all newly hired employees.