Tuesday, November 15, 2016

OCLC: User Support Specialist

  • Coordinate with other OCLC departments to effectively troubleshoot and resolve problems that users and distributors in Asia encounter on the use of OCLC products and services and on orders and billing.
  • Gain insights on users’ needs to actively participate in cross divisional discussions on product enhancement to meet the needs from libraries in Asia.
  • Provide support to users and distributors in Asia, and sales staff within the division.
  • Prepare, update, maintain and post OCLC product information.
  • Provide technical and operational documentation to eliminate user frustration and maximize user satisfaction,
  • Ensure product information/documentation access via proper external and internal communication channels.
  • Keep up with in-depth OCLC product knowledge by attending webinars and meetings and testing new releases.
  • Create and provide training materials by email.
  • Participate in and host training and presentation by webinar.
  • Analyze usage of libraries in support of renewal process.
  • Work with Finance to provide and maintain order details in SharePoint or/and other channels.
  • Provide monthly and other ad hoc reports.
  • Coordinate with Order Services, Finance, and Legal to manage the flow of orders through the process.
  • Document and improve the processes associated with ongoing business relationships, and ensuring proper capturing of orders in the system for royalty and other reporting purposes.
  • Coordinate with other OCLC departments to manage batch load, data sync, data migration, and assist implementation for projects from Asia and the Pacific region until their successful completion.
  • Perform special projects, conduct special studies, and occasional administrative support functions as may be assigned.
  • Master’s degree in library and information science from an ALA-accredited institution plus two years of library related working experience.
  • Must be a team worker with strong analytic and organizational skills to effectively forecast and solve problems with little supervision.
  • Knowledge of and experience in OCLC services and products, library applications, Microsoft Word, Access, Excel, and PowerPoint, and other software.
  • Knowledge of one major Asian language and Asian culture and business practices.
  • Excellent verbal and written communication skills.
  • Accommodation of occasional evening and weekend work hours may be necessary.
apply at: https://oclc.wd1.myworkdayjobs.com/en-US/OCLC_Careers/job/Corporate-Office---Dublin/User-Support-Specialist_R0000315