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.

Technology with a Purpose. OCLC supports thousands of libraries in making information more accessible and more useful to people around the world. OCLC provides shared technology services, original research and community programs that help libraries meet the ever-evolving needs of their users, institutions, and communities. With office locations around the globe, OCLC employees are dedicated to offering premier services and software to help libraries.

The Job Details are as follows:

Responsibility:

• Troubleshoots the most complex support situations for users and library system administrators in a blended phone and email support environment, coordinating solutions with other OCLC and vendor organizations as necessary. Initiates proactive outbound calling to assist users with new implementations and to help ensure their effective use of OCLC's product offerings.
• Discovers, researches, tests, and documents new, valuable support information in call tracking systems or product related documentation.
• Documents all support activity within call tracking system to ensure accurate reporting and trend identification, and to help maintain a history that will facilitate ongoing troubleshooting activity for specific users. Analyzes support trends; recommends and implements trend responses.
• Leads in new product implementation activities to help ensure support readiness and better product quality/usability for product offerings. This includes independent technical, functional and quality testing, identifying bugs and problems, identifying or developing new tools or systems needed for support, reviewing user documentation and creating support documentation.
• Pro actively cooperates in understanding customer responses to specific product offerings and desires for product enhancements, so that OCLC can continue to improve the functionality and quality of its products/services.
• For specialized topic areas, assists in evaluating the expertise of Application Support staff, helps identify individual or group skill gaps, and provides training in order to improve our ability to provide consistent, efficient solutions for users. Assists and mentors less experienced staff in a wide range of support topics. Coaches Customer Support analysts and agents.
• As needed, and with a variety of tools, remotely accesses the customer's server or workstation to identify and resolve complex problems involving the operating system, local configuration, server application and related services, or the server's environment and operating system.
• High level of willingness to take up responsibility in projects with complex tasks and specific requirements
• Provide expert level training in a wide range of products to members/customers.
• Influences customer usage of OCLC products/services.

Requirement:

• Position requires a Bachelor or Master degree, or an equivalent academic/work experience.
• 5+ years experience providing support in a customer service environment, or equivalent expertise.
• Fluently written and spoken English and local language.
• Excellent knowledge of;
• Workflow in libraries and/or
• Technology/tools underlying the OCLC products
• Knowledge of:
  • Operating Systems (Windows/Linux)
  • Networking
  • Client/server technologies
  • Conditional logic statements
  • Web Browsers and associated technology/language (URL's, cookies, headers and html)
  • Authentication (SAML, LDAP)

Desired but not Required:

• A degree in a library or computer based discipline.
• Experience with functional support/troubleshooting of complex online services
• Knowledge of other European languages.
• Knowledge of Metadata (MARC21, XML)
• Experience in an international organization