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Technical Support Team Leader in La Vergne, TN at ProQuest

Date Posted: 10/1/2018

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 Team Leader, you will lead a team of Technical Support Analysts to provide a high level of customer satisfaction in providing support services as required. In this exciting opportunity, you will primarily work with OASIS, ProQuest's free web-based system for searching, selecting and ordering print and electronic books for academic libraries.


In this position, you will also…

• Monitor team performance against KPIs and achieve objectives.

• Prioritize and schedule work, hiring, onboarding, training, development and manage performance.

• Maintain high degree of knowledge about products and technical issues affecting those products.

• Analyze and improve work processes suggesting timely changes to management and subscribing to continuous process improvement methodologies.

• Develop relationships with local distributors to support clients in the region as applicable.

• Work closely with other teams to develop new procedures, products, or improve processes.

• Support the team to escalate queries, bugs, and feature requests as appropriate to ensure issues receive appropriate attention from the business.

• Coordinate service audits with products or service and engages with customers directly to identify problems and solutions.


Qualified Candidates must have…

• Bachelor’s degree plus at least 4 years of experience providing online training or customer support in a similar information services organization that sells to the library market, or equivalent combination of education and experience.

• Proven excellence in teaching and coaching others, especially in a technical context.

• Computer proficiency and overall technical aptitude.

• Ability to plan, prioritize, flex and adapt to change, and effectively multi-task.

• High level of initiative; motivated to enthusiastically and professionally provide the highest quality of service.

• Strong analytical and problem-solving skills.

• Excellent interpersonal and communication skills; with fluency in English and ability to speak, write and comprehend English speakers.

• Proven skills with MS Office suite of products.


It would be awesome if you also had…

• MLS or MLIS from ALA accredited institution, or equivalent experience/degree.

• Experience with HTML, CSS and XML.

• Familiarity with metadata standards and experience working with MARC or Dublin Core.

• Understanding of electronic journals and databases.

• Experience using academic search engines. 

• Experience writing support documentation.


Three reasons you should apply…

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

2. You enjoy learning and working with new technology.

3. You would like to lead a team to meet service level goals.


This job may not be a fit if…

1. Having service level goals is stressful for you.

2. You don’t enjoy working directly with customers and team members.

3. You prefer a consistent and a predictable workday.


Other important information about this position:

• This position will be based out of ProQuest’s La Vergne, TN office. 

• Occasional 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

• We have a relaxed dress code

• All of our employees have access to ProQuest research products including eBooks, 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!