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Content Support Specialist (Part-Time) in Seattle, WA at ProQuest

Date Posted: 11/15/2018

Job Snapshot

  • Employee Type:
  • Location:
    Seattle, WA
  • Job Type:
  • Experience:
    At least 1 year(s)
  • Date Posted:

Job Description

ProQuest – Who we are…

The ProQuest Mission: Better research. Better learning, Better insights. ProQuest enables people to change their world. ProQuest supports the efforts of students and researchers across the globe. 


Ex Libris Group, a ProQuest Company, is a leading provider of library automation solutions to university, college, and research libraries worldwide.  We offer the only comprehensive product suite for the discovery, management and distribution of all materials—print, electronic and digital.


What will I be doing?

As a Content Support Specialist for Ex Libris Group, you will address client reported issues with metadata quality for our knowledge base and discovery solution products. 


In this position, you will also…

• Act as first responder to incoming client-reported cases involving metadata quality issues or concerns.

• Analyze reported issues to determine scope and severity.

• Implement fixes and/or solutions to resolve reported metadata issues.

• Communicate status and resolution information on all cases to clients via CRM software.

• Identify and escalate more complex metadata quality issues internally for resolution.

• Provide assistance as needed on large data projects.


Three Reasons you should apply...

1. If you like solving problems

2. If you have a library background 

3. If you would enjoy working with customers  


This job may not be a fit if...

1. You do not like ambiguity

2. You do not want to work through tasks quickly 

3. You would not enjoy interacting with customers  


Qualified Candidates must have…

• Bachelor’s degree in related field, plus a minimum of 1 year of client service experience, or equivalent combination of education and experience.

• Excellent researching and problem-solving skills, including the ability to analyze, compare, evaluate, reconcile and order data.

• Ability to work independently and take ownership of assigned cases.

• Strong customer service skills, with a ‘customer first’ focus and mentality.

• Excellent verbal and written communication skills.

• Strong interpersonal skills, with ability to professionally interact with a diverse blend of personalities to reach resolution and maintain strong relationships.

• Capacity to learn and master new technologies and basic knowledge of Microsoft Office products (Word, Excel, Outlook).


It would be awesome if you also had…

• Knowledge of bibliographic metadata standards (e.g., MARC, BIBFRAME, RDA, FRBR) or aspects of electronic resource management within a library setting. 

• XML, XSLT, Ruby, and/or other programming languages that aid in data manipulation. 

• Fluency in additional languages other than English.


Other important information about this position:

• This position is based out of the Ex Libris field office in Seattle, WA. 

• Occasional travel is required.

• This is a part time position that requires consistent hours with some scheduling flexibility available during core working hours.

• Every position requires certain physical capabilities. ProQuest seeks to make reasonable accommodations that enable individuals with disabilities to perform essential duties when possible.


More to love about becoming a PQ employee!

• We offer professional development opportunities with a significant focus on learning

• We hold fun on-site events

• Our employee population is smart and highly collaborative

• All of our employees have access to ProQuest research products including e-books, genealogy and academic journals


At ProQuest, we work hard and have fun doing it. If you take pride in providing excellent customer service and training in a collaborative environment, please consider joining our talented team!