Tech Stack

Linux/nginx/php/mysql/redis/elasticsearch/elasticcache on the back-end, and JS/Angular/html5 on the front-end

Experience

5+ years experience with PHP and MySQL/Redis. Angular knowledge a plus. Experience in OOP/MVC concepts. Strong remote work experience.

Residency requirements

This is a WFH position, but the applicant's physical location must be in one of the following US States: FL, NY, MA, PA, KY, TX, CA, WA.

Experience

MLS degree required. 2+ years experience providing virtual reference service. Strong remote work experience.

Residency requirements

This is a WFH position, but the applicant's physical location must be in one of the following US States: FL, NY, MA, PA, KY, TX, CA, WA.

How to apply for Co-op position

Please fill out online application at:
https://247cooperative.libwizard.com/f/247librarianinterestform

As part of our Customer Experience (CX) team, a Customer Support Specialist embodies our core commitment to outstanding customer service. Support Specialists are members of product groups which answer inquiries from all of our clients worldwide through our ticketing system and/or through scheduled phone calls / online meetings for that group of products. Other duties may include working in other areas of the team, such as SpringyU, the Springshare Lounge, QA, documentation, etc.

Support requires troubleshooting things technical in nature, including, though not limited to:

• HTML and CSS
• APIs
• Email sending/receiving
• ILS integrations
• Authentication (e.g., SAML, CAS, etc.)
• Syncing with Outlook/Google calendars
• LTI connections in LMS systems (e.g., Blackboard, Canvas, D2L/Brightspace)
• Zoom/MS Teams/Webex integrations Zoom/MS Teams/Webex integrations

This new support position will initially be focused specifically on Patron Point, though will ultimately include other Springshare apps as we further integrate Patron Point into the LibApps environment. This position will answer general support tickets, investigate and answer technical troubleshooting tickets (particularly around data integrations), build and maintain internal documentation / training, and partner with our documentation team to build and maintain detailed instructions for our customers.

Requirements

• Total commitment to providing the best customer service ever through empathy, dedication to finding an answer (including working with others internally as needed), and clear, thorough explanations.
• Experience understanding, clarifying, and resolving complex customer/patron inquiries.
• Strong troubleshooting, investigation, information finding & synthesis, and communication skills.
• Patience, tenacity, professional judgement, and willingness to suggest ways to enhance our products and/or services to improve the customer experience.
• Admin level experience with Integrated Library Systems and library data.
• Knowledge / comfort with web technologies (and willingness/ability to continue learning), as our tickets include troubleshooting questions involving intermediate to complex customizations with web design, email sending/receiving, integrations with calendars / web meeting software and other library vendor technologies, and supporting security certificates, among other topics.
• Ability to work with and as part of a remote, distributed team, including strong independent time and task management skills.
• Ability to understand our technology/software and learn quickly, including self-directed learning.
• Willingness to ask questions openly and contribute to open conversations.
• Fluency in written and spoken English.
• Residency (current or willingness to relocate) in one of the following states: FL, NY, MA, PA, KY, TX, CA, WA.

Desired

• Admin level experience in our products strongly preferred.
• Understanding of UNIX/LINUX command-line utilities is advantageous.
• Proficiency writing and speaking one or more non-English languages, particularly Spanish.Proficiency writing and speaking one or more non-English languages, particularly Spanish.
• A sense of humor is important!