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Customer Support Analyst in Des Plaines, IL at ProQuest

Date Posted: 5/2/2018

Job Snapshot

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. Providing important research tools and curating treasure troves of content has helped ProQuest to become an industry leader in the Information Services market.

 

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 Customer Support Analyst on the Ex Libris team, you will work with academic libraries worldwide to diagnose and resolve issues and problems related to the Voyager system. 

 

In this position, you will also…

• Identify and diagnose software systems issues, creating detailed replication scenarios and problem analysis documents to escalate systems issues to appropriate internal staff.

• Contribute to customer-facing and internal knowledge documents, collaborating with team members to document critical components and specifications of supported products.

• Provide ongoing, timely communication to customers, manager and internal teams on reoccurring customer issues, while identifying potential long-term solutions and improvements for reducing future customer challenges.

• Participate in occasional team coverage as needed.

 

Qualified Candidates must have…

• Bachelor’s degree or higher in related field with a minimum of 5 years of related client service experience, or equivalent combination of education and experience. 

• Experience with library workflow tools such as OPACs, discovery layers, academic research tools and other bibliographic records systems.

• Strong understanding of web related technologies (i.e. HTML, CSS, Web Proxy, XML).

• Experience using SQL.

• Demonstrated experience with troubleshooting in UNIX systems and/or Oracle databases.

• Proven skills with MS Office Suite of products.

• Strong analytical skills (i.e. system analysis, troubleshooting, debugging code).

• Ability to work productively independently and as part of a collaborative team.

• High level of learning agility, with ability to learn, comprehend and explain complex product functionality and value proposition.

• Strong organizational skills with an ability to work well under stringent deadlines and shifting priorities.

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

 

It would be awesome if you also had…

• A Matser’s degree in Library or Information Science, or equivalent

• Professional experience working in a library

• Customer support experience with Voyager or similar ILS system

• Previous experience in project management

• Fluency in other languages

 

Other important information about this position:

• This position is based in the Ex Libris Des Plaines, IL location. 

• Minimal travel is required.

• This position requires weekday (Monday – Friday) attendance with some scheduling flexibility available around 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

• We have a relaxed dress code… yes, that means blue jeans (and not just on Fridays)

• 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!

 

EOE/M/F/Vet/Disabled