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Customer Support Specialist

4 months ago

Sheffield, United Kingdom OCLC Full time

You have a life. We like that about you.

At OCLC, we believe you'll do the best work of your life when you're living the best life possible.

We work hard to build the technology that connects thousands of today's libraries. But we also work hard to make a job at OCLC a meaningful part of a balanced life
- not a substitute for one.

CUSTOMER SUPPORT ANALYST REQUIRED TO JOIN THE OCLC UK SUPPORT TEAM BASED IN SHEFFIELD

The Opportunity:
Do you want the opportunity to work in a fast-moving customer-focused environment?

Have you got a passion for outstanding customer support?

Do you want the opportunity to join an established team, who will share your dedication to delivering the best possible customer experience?

The role:
You and your colleagues will be providing first line support for our customers as part of our UK Customer Support Team, handling support calls from the OCLC user community for OCLC’s cloud-based and distributed systems. We pride ourselves on delivering excellent customer service, with demonstrable levels of customer satisfaction and strong performance against our service level agreements.

Main Responsibilities:

- 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.
- Assistance in providing KPI statistics for management reporting.
- Advising and assisting customers in the operation of supported products.
- Liaising with the Administration department to keep customer details current.
- Advising customers on the adjustment of their system configuration etc.
- Representing the Support team on new WMS customer projects.
- Assistance as required in the testing of software.
- Maintenance of team process documentation on Sharepoint.
- Liaison with account managers and others in the company on customer status and satisfaction.

Who we are looking for:
We are seeking an individual who has experience of working in a support environment and who is ideally of graduate calibre. A qualification in Information Studies or a related discipline would be extremely valuable. To fill this role, you will be customer-focused, quick to learn new software/technologies, and committed to providing high levels of functional and technical support. You will be comfortable both with working as part of a team and with managing your own workload. You will have good analytical and technical skills, and will also be adept at communicating technical solutions to our users in non-technical language. A good knowledge of processes within libraries and how libraries use software would be an advantage.

We will offer you:

- A varied and rewarding role in a friendly, motivated team.
- Opportunities for personal development.
- Flexible/hybrid working.
- A competitive salary, 23 days holiday (increasing with service), a contributory pension scheme and private medical insurance.