Description

Manage a support team providing service and product support to global customers, owning day-to-day operations and ensuring timely responses to all inquiries.

This role is on-site.

Responsibilities

• Manage day-to-day operations of a support team assisting customers with service and product issues.
• Ensure timely and effective responses to all customer inquiries to drive high satisfaction.
• Monitor team performance against specific KPIs and take corrective action to meet objectives.
• Maintain deep technical knowledge regarding products and related technical issues.

Required Skills

• 2+ years of experience in online training or customer support.
• 1+ years of experience leading an application support team for global customers.
• Proficiency with Salesforce or similar CRM tools.
• Experience with JavaScript and XML.
• Advanced experience with HTML and CSS.
• Experience with technical troubleshooting tools.
• Proficiency in MS Office including Excel, Word, and PowerPoint.

Preferred Skills

• Master of Library Science (MLS) or Master of Library and Information Science from an ALA accredited institution.
• Experience with library OPACs, bibliographic records systems, electronic journals, databases, and academic search engines.
• Fluency in an additional European language.

Key Skills

Education

Bachelor’s degree