Primo Support Analyst

Ex Libris USA

Des Plaines, Illinois

Join our North American Operations team in implementing and supporting the finest technological solutions in library software. We offer a comprehensive benefits package which starts immediately upon hire, and a casual work environment.

Job Purpose: The Primo Support Analyst provides world class, first line support for customers who have integrated Primo into the library’s suite of systems. Support Analysts are responsible for logging, documenting, and resolving questions and problems related to Primo.

Responsibilities:
• Log and dispatch incoming customer requests, via phone or e-mail, at appropriate response and severity levels.
• Follow all department policies and procedures so that you are able to provide consistent and high quality, solution oriented customer service to our customers.
• Creatively solve customer problems.
• Maintain a professional demeanor with all customers at all times.
• Adhere to the Response Level Guidelines defined in the Customer Service Agreement and independently manage incident queue accordingly.
• In order to meet Response Level Guidelines and provide high quality customer service, escalate incidents to senior level staff and managers as appropriate.
• Document all research and incident activity within the CRM tracking system.
• Solve problems and answer questions in a timely and accurate manner by reading all relevant documentation, testing internally and in the customer’s environment and using all available internal resources.
• Stay current on all the technical & functional aspects of supported products and releases by using provided resources (External Training, Handoff Training, Internal Trainings, SupportWeb, Knowledge Base, User Guides, CRM, Incident Meetings, etc.)
• Train new employees and team members on your areas of expertise.
• Write content for SupportWeb and customer listservs as specified by your manager.
• Represent Ex Libris at annual user group meeting and other regional user group meetings as specified by your manager. This includes, but is not limited to, giving presentations, attending sessions, staffing the Customer Support room and attending the customer reception.
• Provide feedback to management and other personnel to help improve the product, improve customer service and aid in the overall operation of support.
• Manage assigned projects independently so that you meet deadlines and deliver high quality results.
• Other duties as assigned.

Key Competencies:
• Has the energy and commitment that delivers high quality results, takes the initiative, focuses on meeting customer needs.
• Strategic thinker, problem solver; works well under pressure.
• Good team skills, good communication, prepared to express openly. Effective in managing change, listens well, keeps supervisor informed on key issues. Always ready to help and support others.
• Critical thinker; creatively solves customer problems. Welcomes change.
• Principled and committed. Sets aggressive personal goals. Always executes to high standards.

Knowledge/Technical Skills:
• Experience in supporting software applications in a telephone customer service/support center helpful
• Superb communication skills and strong customer service background
• Must be multi-task oriented and team driven
• Excellent problem-solving skills
• Excellent priority management skills
• Presentation skills helpful
• UNIX experience is a plus
• SQL experience is a plus
• Cognos experience is a plus

Required Education/Experience:
• Library experience required. MLS or MLIS is a plus
• Must be willing to obtain governmental security clearance as needed
• Must be willing to work any of the Customer Support shifts, during the support hours of 7:00 am to 7:00 pm.

Interested candidates please send resume to hr@exlibris-usa.com