OCLC is a global library organization that provides shared technology services and community programs. They are seeking a Customer Support Analyst to provide first line support for customers, handling support tickets for OCLC’s cloud-based systems and ensuring high levels of customer satisfaction.

Responsibilities

• Receiving and logging support calls from EMEA-based customers via email, web chat, and phone using our online call management system (Zendesk)
• Communicating with customers and staff in other departments within OCLC in order to progress support calls
• Investigation of customer problems and management of support calls to closure
• Representing the Support team on new WorldShare Management Services (WMS) customer projects, including responsibility for e-resources and general project support
• Embracing new technologies and processes, including AI and Automation, as they become relevant to the role
• Keeping up to date with the wide range of OCLC products as they are developed further
• Working together as a support team in a hybrid environment, to ensure colleagues are updated on current issues
• Advising and assisting customers in the operation and configuration of supported products
• Liaison with account managers and others in the company on customer status, satisfaction, and training needs

Skills

• Experience of working in a support environment
• Ideally of graduate calibre
• A qualification in Information Studies or a related discipline would be extremely valuable
• Customer-focused
• Desire to quickly learn new software/technologies
• Committed to providing high levels of functional and technical support
• Comfortable working as part of a wider team across the organisation
• Involved with ongoing customer projects
• Managing your own workload
• Good analytical and technical skills
• Future focus
• Adept at communicating technical solutions to users in non-technical language
• Good knowledge of processes within libraries and how libraries use software
• Experience supporting non-native English speakers

Benefits

• 23 days holiday (increasing with service)
• A contributory pension scheme
• Private medical insurance
• Flexible/hybrid working (3 office days + 2 at home)
• Opportunities for personal development

Company Overview