Description

About You – experience, education, skills, and accomplishments

  • MLIS/MLS or other relevant degree is required, OR Equivalent work experience
  • 2 years of experience providing customer support in a technical environment.
  • 2 years of experience in libraries or other relevant similar experience

 

It would be great if you also had . . .

  • Able to pay careful attention to detail
  • Strong commitment to great customer service.
  • Commitment to follow through until customer issues are fully resolved
  • Detail-oriented approach with excellent follow-through, particularly in terms of documentation and procedures.
  • Ability to work both independently and as part of a team and to display consistently good judgment in a rapidly changing environment
  • Experience working with Innovative’s Millennium or Sierra systems.
  • Ability to learn new technology and adapt quickly to changing technologies\Able to balance multiple priorities and work effectively under pressure
  • Experience working with library technical services functions, such as cataloging, authority control, serials, electronic resource management, acquisitions, and/or collection development functions.

 

What will you be doing in this role?...

  • Serve as a first line of Support for Sierra ILS customers.
  • Establish and develop trust-based relationships with Innovative customers.
  • Continually Develop & sharpen your expertise across Sierra’s core functional modules.
  • Share your advanced knowledge with colleagues.
  • Partner daily with other Technical Support Analysts and Product Specialists to deliver technical and application support.
  • Make decisions about when to escalation issues to management and second level support when appropriate.
  • Document procedures and troubleshooting steps

Education

Any Graduate