OCLC is a global library organization that provides shared technology services and community programs. They are seeking a Customer Support Analyst to provide first line support for customers, handling support tickets for OCLC’s cloud-based systems and ensuring high levels of customer satisfaction.
Responsibilities
- Receiving and logging support calls from EMEA-based customers via email, web chat, and phone using our online call management system (Zendesk)
- Communicating with customers and staff in other departments within OCLC in order to progress support calls
- Investigation of customer problems and management of support calls to closure
- Representing the Support team on new WorldShare Management Services (WMS) customer projects, including responsibility for e-resources and general project support
- Embracing new technologies and processes, including AI and Automation, as they become relevant to the role
- Keeping up to date with the wide range of OCLC products as they are developed further
- Working together as a support team in a hybrid environment, to ensure colleagues are updated on current issues
- Advising and assisting customers in the operation and configuration of supported products
- Liaison with account managers and others in the company on customer status, satisfaction, and training needs
Skills
- Experience of working in a support environment
- Ideally of graduate calibre
- A qualification in Information Studies or a related discipline would be extremely valuable
- Customer-focused
- Desire to quickly learn new software/technologies
- Committed to providing high levels of functional and technical support
- Comfortable working as part of a wider team across the organisation
- Involved with ongoing customer projects
- Managing your own workload
- Good analytical and technical skills
- Future focus
- Adept at communicating technical solutions to users in non-technical language
- Good knowledge of processes within libraries and how libraries use software
- Experience supporting non-native English speakers
Benefits
- 23 days holiday (increasing with service)
- A contributory pension scheme
- Private medical insurance
- Flexible/hybrid working (3 office days + 2 at home)
- Opportunities for personal development
Company Overview
OCLC, a non-profit cooperative of libraries, uses cloud-based infrastructure to connect libraries to manage and share the world’s knowledge. It was founded in 1967, and is headquartered in Dublin, Ohio, USA, with a workforce of 1001-5000 employees. Its website is http://www.oclc.org.