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Technical Support Analyst in Ann Arbor, MI at ProQuest

Date Posted: 9/14/2018

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.


What will I be doing?

As a Technical Support Analyst, you will act as a customer engagement representative to assist Alexander Street and Bowker customers. You will be interacting with faculty, library administrators, book authors or publishers and ProQuest customers to provide a high level of customer support to trouble-shoot technical issues, assist to setup access and provide support services as required.


In this position, you will also…

• Provide proactive, seamless customer support in partnership with other internal departments and external vendors when deemed necessary.

• Respond to customer inquiries with high degree of professionalism.

• Provide documentation of responses that can service as a guide for future questions.

• Actively participate in product discussions, working closely with senior members of the team to optimize the customer experience.

• Author and maintain product support collaterals as needed to enhance product adoption and usage, including FAQ’s, Technical Tips, technical/functional specifications, etc.


Qualified Candidates must have…

• Bachelor’s degree and 1-3 years related experience, or equivalent combination of education and experience.

• Experience in a high-volume customer service organization, preferably serving global customers.

• Proven skills with MS Office suite of products.

• Working knowledge of or similar tool.

• Excellent interpersonal skills: able to forge strong working relationships with internal and external customers.

• Professional, enthusiastic presence with ability to effectively work independently and as part of a team.

• Strong multi-tasking and prioritization skills, with a focus on accuracy and on-time delivery.

• Strong verbal and written communication skills

• Strong focus on learning, with ability to share knowledge and quickly learn and adapt to change.

• Strong analytical skills (system analysis, troubleshooting, etc.)

• Ability to adjust work schedule to meet month end deadlines. 


It would be awesome if you also had…

• Prior experience trouble-shooting proxy and access issues.

• Knowledge of IP addresses.

• Multi -lingual skills are preferable for international support.

• Strong understanding of ProQuest policies and procedures and how they relate to product, market and/or regions.


Three reasons you should apply…

1. You thrive in a high-touch, service-oriented customer service role.

2. You will enjoy challenging but stimulating work that presents a unique challenge every day.

3. You see service level goals as an opportunity to demonstrate your value.


This job may not be a fit if…

1. Having service level goals is stressful for you.

2. You don’t enjoy constant communication with customers and team members.

3. You prefer consistent direction and a predictable workday.


Other important information about this position:

• This position will be based in ProQuest’s Ann Arbor, MI office. 

• Little to no travel is required.

• This position requires weekday (Monday – Friday) attendance. 

• 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.

• 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 in a collaborative environment, please consider joining our talented team!