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Junior Product Support Specialist

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

We're looking for a world class Junior 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 Junior Product Support Specialist will include:

  • Customer support, including triaging and assigning tickets, and implementing configuration change requests
  • Answering product-related questions from our customers
  • Directing customers to documentation, as well as helping prioritize documentation development
  • Debugging/troubleshooting basic customer configuration issues
  • Responding to support tickets in a thoughtful, efficient and friendly manner
  • Escalating complex issues to the senior members of the team
  • Communicating with the development, product and QA teams to prioritize and resolve customer issues
  • Generally, representing the customer and being their voice inside the office!

What you’ll bring to the team:

  • Previous experience in a customer support role (and you loved it!)
  • You’re patient and know how to stay positive and keep your cool in high-pressure situations
  • Excellent writing skills (and you enjoy writing!)
  • Basic technical troubleshooting experience 
  • Ability to represent the voice of the customer with confidence (essential)
  • Outstanding communication skills - you know how to listen, build rapport and respond empathetically to customers
  • Exceptional problem solving and diagnostic skills
  • Your second nature is time management and prioritization

Bonus points for:

  • Previous experience or exposure to SalesForce, Zendesk, MySQL, and/or JIRA

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.

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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