Customer Support Analyst

Do you want the opportunity to work in a fast-moving customer-focused environment?

Have you got a passion for outstanding customer support?

Do you want the opportunity to join an established team, who will share your dedication to delivering the best possible customer experience?

The role: You and your colleagues will be providing first line support for our customers as part of our UK Customer Support Team, handling support tickets from the OCLC user community for OCLC’s cloud-based systems. We pride ourselves on delivering excellent customer service, with demonstrable levels of customer satisfaction and strong performance against our service level agreements.

Main Responsibilities:

• Receiving and logging support calls from EMEA-based customers via email, web chat, and phone using our online call management system (Zendesk).
• Communicating with customers and staff in other departments within OCLC in order to progress support calls.
• Investigation of customer problems and management of support calls to closure.
• Representing the Support team on new WorldShare Management Services (WMS) customer projects, including responsibility for e-resources and general project support.
• Embracing new technologies and processes, including AI and Automation, as they become relevant to the role.
• Keeping up to date with the wide range of OCLC products as they are developed further.
• Working together as a support team in a hybrid environment, to ensure colleagues are updated on current issues.
• Advising and assisting customers in the operation and configuration of supported products.
• Liaison with account managers and others in the company on customer status, satisfaction, and training needs. 

We will offer you:

• A varied and rewarding role in a friendly, motivated team.
• Opportunities for personal development.
• Flexible/hybrid working (3 office days + 2 at home).
• A starting salary of £25,000 - £32,450 per annum, 23 days holiday (increasing with service), a contributory pension scheme and private medical insurance.

Who we are looking for:

We are seeking an individual who has experience of working in a support environment and who is ideally of graduate calibre.  A qualification in Information Studies or a related discipline would be extremely valuable. To fill this role, you will be customer-focused, have a desire to quickly learn new software/technologies, and be committed to providing high levels of functional and technical support.  You will be comfortable both with working as part of a wider team across the organisation, being involved with on-going customer projects, and with managing your own workload.  You will have good analytical and technical skills, with a future focus, and will also be adept at communicating technical solutions to our users in non-technical language.  A good knowledge of processes within libraries and how libraries use software would be an advantage, as well as experience supporting non-native English speakers.

To apply, please click the 'Apply' button above and apply direct to OCLC. 

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