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Product Support Specialist

Does surprising and delighting customers make you a happy camper? Are you a natural problem-solver? This might be the place for you!

We're looking for a world class Product Support Specialist to join our team. You'll be working directly with the library staff who use our tools every day to enhance patrons’ library experience, and helping them navigate, configure, and support our products.

How you’ll make an impact:

In this role you'll be working directly with the public library staff who use our tools every day to enhance patrons’ library experience. You’ll be helping them navigate, configure, and support our products, as well as playing a pivotal role internally as representative of the customer voice.

A typical day in the life of a BiblioCommons Product Support Specialist will include:

  • First Tier Customer support, including triaging and assigning tickets, and implementing change requests
  • Directing customers to documentation, as well as helping prioritize documentation development
  • Debugging/troubleshooting customer configuration issues
  • Responding to support tickets in a thoughtful, efficient and friendly manner
  • Communicate with the development, product and QA teams to prioritize and resolve customer issues
  • Generally, represent the customer and be their voice inside the office!

What you’ll bring to the team:

  • 1-2 years experience in a related field (Preferably software support) under your belt
  • Previous experience in a customer facing role (and you loved it!)
  • Problem-solver with exceptional diagnostic skills
  • Excellent writing skills, and enjoy technical writing
  • Know a lot (some may call you a wizard) about databases and logs, and you know what a query is
  • Get technology and love learning about new tech. You’re not scared of code and get the logic behind it
  • Obsessively customer focused. You have a high level of customer service aptitude and can manage customer expectations
  • Your second nature is time management and prioritization.
  • Curious, and enjoy investigating the issues your customers are dealing with.
  • Able to represent the voice of the customer
  • You are an amazing communicator. You know how to listen, build rapport and respond empathetically to customers
  • You're a master multi-tasker and keep your cool in high-pressure situations
  • It would be great if you also knew a thing or two about SalesForce, Zendesk, MySQL, and JIRA as well!

What can you expect from us?

  • Health, vision and dental benefits
  • 3 weeks of vacation
  • Stocked kitchen (weekly fruit order)
  • Beverages (drip coffee/espresso/tea/pop)
  • Friday demos and Happy Hour
  • Hackathons
  • Flexible work hours
  • Beautiful open-concept office in the heart of downtown

About Us:

BiblioCommons is a Toronto based software company that builds SaaS solutions for public libraries. Located in the heart of the fashion district at Spadina and Adelaide, we have a team of 70+ people that are passionate about making public libraries accessible, delightful and engaging.

We’re serious about innovation and our user base is growing. We have a community of over 8 million users in close to 200 libraries across the continent and the globe.

We’ve got an amazing team. Our employees are smart, dedicated and fun, and we have a high level of collaboration within and between our project teams. Our office has demo sessions every Friday, followed by social time, and we hold company events throughout the year, like hackathons and all-staff activities.

We’re a different kind of technology company for libraries, and a great place to work.

Estimated Start Date: December 2017

BiblioCommons is an equal opportunity employer. Accommodations are available upon request to support your participation during all stages of the recruitment process. 

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