Support Analyst

Date: 29/09/2016
Job Description:

The URD Support Analyst works in a team environment to provide Ex Libris customers with world class support by logging, documenting, troubleshooting and resolving questions and problems related to the applications for Primo/SFX 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 Primo/SFX 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
•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 and for other members of the Primo/SFX Support Team, with Support teams for other products that integrate with Primo/SFX, 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

To submit your application please send your CV to Leah.Yong@proquest.com