Technical Support Specialist

OverDrive; Cleveland (OH); Hybrid; USD 42,000 - 56,000; Full time

Job summary

OverDrive is seeking a Technical Support Specialist in Cleveland, OH, operating on a Sunday to Thursday hybrid schedule with 2 days on campus and 3 days working from home. You will support end users and partners with OverDrive apps, websites, and services, using a ticket system to resolve issues and collaborate with multiple teams.

You will troubleshoot content and authentication issues, escalate where needed, and document solutions as knowledge articles.

Qualifications

• Bachelor’s Degree or equivalent experience.
• 0-3 years’ of related experience.
• Customer service experience, preferably in a technical environment.
• Effective communication skills with end users, partners, and team members.
• Ability to communicate technical processes verbally and in writing.
• Detail oriented with strong technical aptitude.
• Excellent computer proficiency, including Microsoft Office Suite.
• Ability to speak and / or write in multiple languages preferred.
• Knowledge of books and / or mobile devices preferred.
• Ability to manage time effectively and prioritize tasks.
• Willingness to learn and adapt to new technologies and processes.

Responsibilities

• Provide email support to end users and partners through a support queue, including occasional remote PC support for troubleshooting.
• Assist end users via phone when assigned.
• Work with the Content Services teams to report, test, and correct content file issues.
• Proactively troubleshoot authentication issues, in collaboration with Integration Specialists and library technical contacts to resolve issues.
• Escalate issues as appropriate to Product Management, Development, IT, and other Partner Services teams.
• Relay feedback learned from interaction with end users and/or library staff through Slack channels, discussions, and Product Opportunities.
• Document new or revised troubleshooting steps and responses as Knowledge/Help articles for use by the Technical Support team.
• Support standard cases and elevate complex issues to higher-level specialists.
• Demonstrate ownership of assigned cases and ensure timely resolution.

Skills

Customer service

Communication

Technical aptitude

MS Office

Multilingual

Time management

Education

Bachelor's degree

Tools

Support management system

Job description

Alternative Work Schedule - Sunday to Thursday

This position will require you to be in Cleveland, OH

We are in a hybrid schedule, 2 days on campus and 3 days WFH

The Technical Support Specialist's responsibilities include supporting end users and partners for OverDrive products and services. This role responds to and resolves questions and issues related to OverDrive's apps, websites, and supporting services. Technical Support Specialists utilize a support management system to facilitate resolution to issues. This position frequently collaborates with other teams to troubleshoot issues, perform testing, and provide other assistance as needed.

Responsibilities:

• Provide email support to end users and partners through a support queue, including occasional remote PC support for troubleshooting. Assist end users via phone when assigned.
• Work with the Content Services teams to report, test, and correct content file issues.
• Proactively troubleshoot authentication issues, in collaboration with Integration Specialists and library technical contacts to resolve issues.
• Escalate issues as appropriate to Product Management, Development, IT, and other Partner Services teams.
• Relay feedback learned from interaction with end users and/or library staff through Slack channels, discussions, and Product Opportunities.
• Document new or revised troubleshooting steps and responses as Knowledge/Help articles for use by the Technical Support team.
• Support standard cases and elevate complex issues to higher-level specialists.
• Demonstrate ownership of assigned cases and ensure timely resolution.

Requirements:

• Bachelor’s Degree or equivalent experience.
• 0-3 years’ of related experience.
• Customer service experience, preferably in a technical environment.
• Effective communication skills with end users, partners, and team members.
• Ability to communicate technical processes verbally and in writing.
• Detail oriented with strong technical aptitude.
• Excellent computer proficiency, including Microsoft Office Suite.
• Ability to speak and / or write in multiple languages preferred.
• Knowledge of books and / or mobile devices preferred.
• Ability to manage time effectively and prioritize tasks.
• Willingness to learn and adapt to new technologies and processes.

OverDrive values diversity and is proud to be an equal opportunity employer.