Technical Support Analyst

תיאור התפקיד

  • The Technical Support Analyst provides a first point of contact relationship for all inbound customer enquiries and provides expertise to customers, distributors and internal stakeholders for one or more major product families. The main purpose of the position is to diagnose and resolve technical and product functional inquires or to handle implementation requirements.
  • Responsible for proactive, seamless customer service in response to client service requests received via multiple channels (telephone, e-mail, chat, or in-person visits) for assigned product family
  • Work in close collaboration with other internal departments in assigned region to deliver exceptional service
  • Investigate, report and document customer issues and/or enhancement requests. Ensure that both internal and external stakeholders are updated as appropriate
  • Report queries, product defects and feature requests for resolution as appropriate
  •  Actively participates in product discussions, working closely with senior members of the team to optimize the customer experience
  • Attend and report on product update or training sessions as assigned. Maintain current knowledge of products, processors and feature functionality
  •  Authors and maintain product support collaterals as needed to enhance product adoption and usage, including FAQ’s, Technical Tips, technical/functional specifications, etc.
  •  Collaborate with colleagues across teams to solve issues, improve time to issue resolution and streamline the overall customer experience



דרישות התפקיד

  • BA/B.Sc. in a relevant field
  • Library or Information Science degree – Advantage
  • Professional experience managing an application support team serving global customers
  • Knowledge of or similar tool
  • Proficient in MS Office Suite and technical troubleshooting tools.
  • Strong understanding of HTML, CSS, web proxy, IP addresses Experience with library workflow tools such as OPACs, discovery layers, academic research tools and other bibliographic records systems
  • Experience using SQL
  • Ability to plan, prioritize, flex and adapt to change, and effectively multi-task
  • High level of initiative; motivated to enthusiastically and professionally provide the highest quality of service
  • Strong interpersonal skills, with ability to professionally interact with a diverse blend of personalities to reach resolution and maintain strong relationships
  • Strong analytical and problem-solving skills
  • Excellent written and oral communication skills
  • Fluency in languages other than English.


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