CUSTOMER TECHNICAL SUPPORT
About The Position
Reporting to the Vice President of Customer Service and Marketing, this position provides technical support for library acquisitions, EDI ordering, and EDI invoicing, as well as customer Website configurations. The technical support provided is customer based support, configuring Website and EDI set-ups, programming MARC mapping for records sent to the customer and instructing customers on the use of these resources. Program customer's EDI and Bibz Website set-up in the Brodart system. Program MARC mapping for customer records. Instruct customers about EDI ordering and EDI invoicing with Brodart in their library's computer system applications and network. Instruct customers how to utilize the Brodart Website in their daily acquisitions and receiving workflow. Clearly communicate difficult technical concepts to internal and external end users using email, telephone, and instructional documents or presentations. Providing timely customer service and assist customers with resolving technical issues. Daily problem solving and trobleshooting of both inbound and outbound customer data. Support payroll operations for the department and create AD-HOC reports as needed. Escalate issues to proper internal groups for follow-up. Maintain migration and conversion updates. Occasional travel to customer location for presentation or provide technical support at an event. Make presentations and provide training related to products, services and technology as necessary.
Requirements
- Associate degree in Business or related field with 1 - 2 years technical knowledge of library operations to include EDI processes or equivalent combination of education and experience.
- Excellent problem solving/troubleshooting abilities.
- Able to perform with time restraints to meet deadlines.
- General knowledge of the following: library practices automated library systems marc records and descriptive cataloging practice business and general accounting practices computer operating systems (Windows, Unix) computer applications (accounts payable/receivable, or acquisitions and receiving) tcp/ip networks and user permissions FTP (file transfer protocol) SQL (standard query language) databases and data-mapping MS Office Suite
- Analytical thinking and decision making skills, along with logical problem solving.
- Create AD-HOC reports as needed.
- Normal office environment, close and distant vision, using hands and fingers to handle and feel, talk and hear, sitting, lifting up to 10 lbs. frequently. Standing and walking, lifting up to 25 lbs. occasionally.
Responsibilities
- Program customer's EDI and Bibz Website set-up in the Brodart system.
- Program MARC mapping for customer records.
- Instruct customers about EDI ordering and EDI invoicing with Brodart in their library's computer system applications and network.
- Instruct customers how to utilize the Brodart Website in their daily acquisitions and receiving workflow.
- Clearly communicate difficult technical concepts to internal and external end users using email, telephone, and instructional documents or presentations.
- Providing timely customer service and assist customers with resolving technical issues.
- Daily problem solving and trobleshooting of both inbound and outbound customer data.
- Support payroll operations for the department and create AD-HOC reports as needed.
- Escalate issues to proper internal groups for follow-up.
- Maintain migration and conversion updates.
- Occasional travel to customer location for presentation or provide technical support at an event.
- Make presentations and provide training related to products, services and technology as necessary.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
