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Support Analyst in Beijing at ProQuest

Date Posted: 2/13/2018

Job Snapshot

Job Description



Ex Libris is seeking a Support Analyst to be based in Beijing, China.

Ex Libris (a ProQuest Company) is the leading provider of automation solutions for academic and research libraries. Offering the only comprehensive product suite for electronic, digital, and print materials, Ex Libris provides efficient, user-friendly products that serve the needs of libraries today and will facilitate their transition into the future. Ex Libris maintains an impressive customer base consisting of thousands of sites in more than 90 countries on six continents, including 10 of the top 10 universities around the world. With headquarters in Jerusalem, we have 12 locations globally, with China office in Beijing .

The Support Analyst works in a team environment to provide Ex Libris customers with world class support by implementing new products and logging, documenting, troubleshooting and resolving questions and problems related to the applications for discovery products and other Ex Libris software. Daily personal contact with customers’ demands strong customer focus and excellent communication skills. Every incident provides an opportunity to improve one's troubleshooting techniques to resolve issues related to discovery products and other Ex Libris products.

Duties and Responsibilities

  • Support customers: manage personal queue of Support Incidents according to response level guidelines by communicating with customers and solving the reported and underlying problems using your skills and resources; seek help or escalate as appropriate

  • Implement new products: manage all implementation projects within allocated product portfolio in accordance with company project methodology, and ensure on time and within budget delivery

  • Represent Ex Libris to customers: provide world-class support to customers; maintain a professional demeanor with customers in all interactions; train customers formally and informally as needed; contact and respond to customer listservs as directed; attend customer conferences and meetings as directed

  • Support internal teams: work with other members of the discovery products Support Team, with Support teams for other products that integrate with discovery products, with Development staff, and with other internal customers to troubleshoot Support Incidents, answer questions, and provide deliverables for projects

  • Maintain and improve personal and institutional knowledge: document troubleshooting, communication, and system changes in the CRM; document procedures, policies, and general knowledge on the Ex Libris Knowledge Center; stay current on all aspects of supported products and train other employees as needed

  • Serve as point of contact: answer and direct phone calls during assigned phone shifts

  • Help improve products and internal processes: Provide feedback to management and other personnel to improve the products, customer service, and operations; test, verify, document, and submit software defect reports

  • Other projects and duties as assigned

    Qualifications And Experience

  • Bachelor's Degree or relevant experience

  • Linux administration or support experience preferred

  • Oracle support/DBA and/or Java, SQL, Tomcat experience preferred

  • Strong understanding and experience with HTML, CSS, JSP, jQuery, web proxy, IP addresses

  • Library experience preferred, MLS or MLIS is ideal

  • Customer service: provide excellent customer service externally and internally

  • Troubleshooting: excellent and creative problem-solving skills

  • Deliver results: takes initiative, meets customer needs, high standards, multi-tasking

  • Fast-paced: self-driven, works under pressure, manages uncertainty and change well

  • Effective communication: communicates well with coworkers, proactive and appropriate customer communication

  • Team orientation: enjoys working in a team environment, shares responsibility for team success

  • Able to communicate and write Chinese fluently

  • Good at listening, communicating and writing in English