Technical Product Specialist

ProQuest connects researchers with vetted, reliable information. As a leading technology provider, ProQuest drives better outcomes for researchers and greater efficiency for the libraries and organizations that serve them. Our cloud-based solutions are a gateway to the world’s knowledge and enable researchers, students, and librarians to discover, access, share, create, and manage information.

As Technical Product Specialist with ExLIbris, a ProQuest Company, you will be working closely with the Workflow Solutions such as Intota and the 360 Suite with end to end support including implementation. The Technical Product Specialist will be working within Salesforce.com to manage on average 20 cases at a time working closely with both internal and external customers to deliver a superb experience. Cases may vary from troubleshooting access to a service, diagnosing a problem to determine if it is a bug or a design defect, or investigating a simple issue.

* Provides proactive, seamless customer support in partnership with other internal departments in response to client service requests received via multiple channels (telephone, e-mail, chat, or in-person visits). * Investigates, reports and documents customer issues and/or enhancement requests. * Escalates queries, product defects and feature requests for resolution. * Actively participates in product discussions, working closely with senior members of the team to optimize the customer experience. * Authors and maintains product support collateral to enhance product adoption and usage, including FAQ’s, Technical Tips, technical/functional specifications, etc.

* Experience teaching or training others, especially in a technical context. * Experience with library workflow tools (OPACs, discovery layers, and other bibliographic records systems). * Flexible and adaptable to changing market/business conditions. * Experience using academic research tools, systems, and content. * Experience writing product and service documentation. **Successful candidates must have:** * Bachelor’s degree with at least 2 years’ related client service experience, or equivalent combination of education and experience. * Strong understanding of web related technologies (e.g. HTML, CSS, Web Proxy, IP addresses). * Strong analytical skills (e.g. system analysis, troubleshooting, debugging code, etc.) * Strong interpersonal and relationship-building skills, with ability to enthusiastically and professionally interact with a diverse blend of personality types. * Self-starting, self-motivated, team player who has the ability to work independently as well. * High level of learning agility, with ability to learn, comprehend and explain complex product functionality and value proposition.