soliyu.blogg.se - Support exlibris

Ability to work collaboratively with employees within department and across functions.

Ability to deliver outstanding customer service, demonstrate professionalism while maintaining composure in stressful situations.

Excellent written and verbal communication skills with ability to communicate in both technical and non-technical language with customers and co-workers.

Knowledge of Unix and/or Oracle is preferred.

Experience in library service highly desirable.

Master’s Degree in Library or Information Science, or equivalent highly desirable.

Use communication channels to inform team of important issues and information which will help improve team performance.

Provide manager with regular updates on common problems encountered and identify possible longer-term solutions/improvements to reduce future problems.

Create robust work relations with Tier-2 staff.

Follow technical documented procedures and strive to maintain them constantly accurate and updated.

Create flows of procedures and troubleshooting, and maintain them on a designated knowledge base platform (KCS) for the usage of customers and analysts.

If impossible – Triage, info gathering and validation and then escalation of complex issues to Tier 2.

Work within SalesForce case management system, to create detailed work logs.

Maintain close contact and open communication with customers (documenting all communication in SalesForce).

Pull open cases from Tier-1 shared queue, according to pre-defined guidelines, and become their owner until resolution or until escalated to Tier-2.

Provide support for most issues related to Exlibris’ products and services.

Be the first point of contact for all inbound customer’s inquiry and problems.This includes troubleshooting and resolving issues related to the functional aspects of the web interface and ExLibris system related issues (client and server). Support Analysts are responsible for logging, documenting and resolving questions and problems related to the applications of the Library Management System and other ExLibris software.

The Support Analyst provides product support to ExLibris customers. Ex Libris - Support Analyst Location: USA - IL - Des Plains GENERAL SUMMARY: