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Client Services Support Technicians

The Library Corporation

Full-Time
Inwood, WV
Posted 3 months ago
Company Name: The Library Corporation
Company Website: https://tlcdelivers.com/career-opportunities/
Contact Name: Jennifer
Contact Job Title: Watson
Email: jwatson@tlcdelivers.com
Phone: (304) 229-0100
Job Title: Client Services Support Technicians
Job Location (City, State): Martinsburg
Job Description:

What is The Library Corporation?

Since 1974 The Library Corporation (TLC) has committed to providing an outstanding and unexpected level of service to its customers. Moving from Microfiche to CD-ROM to SaaS, TLC has set the standard in the library software industry.

TLC’s Client Services Department has spent decades building the relationships and level of trust that make TLC customers loyal customers. As valued members of the TLC Team, Support and Software Technicians are key influencers in the Development Roadmap as well as on the ground workflow development.

This is an entry-level position that reports directly to the Client Services Manager and includes opportunities for education and advancement.

What does this job do?

Primarily a Customer Care position, this job works to diagnose and resolve technical and product functional inquiries while providing deep expertise to customers, sales, and management for the Library•Solution library management system and peripherals.

Especially…

Serve as the first point of contact for customers seeking technical assistance over the phone or internal ticketing system
Perform remote troubleshooting through diagnostic techniques and pertinent questions
Walk the customer through the problem-solving process
Direct unresolved issues to the next level of support personnel
Provide accurate information on TLC products or services
Openly share ideas, thoughts and opinions in a constructive manner to contribute to improve the quality and integrity of our process and products.
Thrive as a team player in a fast-paced, high-energy, change-oriented environment
What kind of experience is needed?

Technical expertise in automation software, databases, and peripherals is preferred, however, the ability to communicate effectively to understand a problem and explain its solution in both technical and non-technical terms is a priority. Primarily someone who is able to think on their feet, work under pressure, and above all understands that customers and team members depend on them to do their job efficiently and on time.

Especially…

Attention to detail and good problem-solving skills individually and in a team environment.
The ability to learn quickly and apply that knowledge to various situations.
The ability to effectively troubleshoot/diagnose computer and peripheral devices.
Working knowledge of Windows O/S, web browsers, and Windows server O/S:2008/2012/2016/2019; MAC OS client is a plus.
Knowledge of Oracle, configuration, and basic database management skills are a plus.
Who we are looking for

Anyone with a willingness to learn who also enjoys solving problems, sharing knowledge, and working with customers at various levels of technical expertise.

Especially…

Active listening skills and the ability to critically evaluate problems.
Highly organized, collaborative and detail oriented
Driven, self-motivated, enthusiastic, and “can do” attitude’.

Minimum Requirements:

Strong customer service background
Internet connectivity capable of handling a virtual working environment
High School Diploma or Equivalency
Some College desirable
What would set an applicant above others?

Anyone with a library or education background or experience supporting technology in a library or education environment.

Knowledge of school and/or public library operations, especially cataloging.
Knowledge of library management software
Knowledge of basic SQL configuration and queries.
Experience troubleshooting networking issues and working knowledge of TCP/IP troubleshooting utilities.
Fluency in languages other than English (particularly Spanish, French, Indigenous, or Asian languages.)
Not required, but desirable:

Library certification or degree
IT or Computer certifications or degree
Experience with library management software
Package & Perks

You’ll get a computer and relevant equipment necessary to get the job done. And we don’t micro-manage. We are a trusting but supportive team that just delivers.

Everyone around you works hard,

We promise, above all, to be nice people to work with.

How We Work

We are currently fully remote, with a view to moving to a hybrid model when appropriate. We expect to meet physically at key times in the year, focused on making these sessions a highly effective use of everyone’s time. Day-to-day, we intend to remain largely virtual, meaning this opportunity is open to applicants anywhere in the United States.

TLC customers are located across the United States and Canada as well as East Asia. Hours may vary depending on the candidate’s location

TLC is an equal opportunity employer offering competitive salaries and benefits and a congenial work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or status as a protected veteran. Background checks are performed for all prospective employees.

Application Instructions: If you have the personal and professional skills for this position and want to work in a rapidly growing enterprise that uses the latest technology, we invite you to send your resume and salary requirements to Jennifer Watson at jwatson@tlcdelivers.com

 

 

Job Features

Job CategoryBusiness, Computer Science

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