About the position
We are looking for a Product Support Analyst to join our support team in Ann Arbor, MI. This is an amazing opportunity to work with Rapido, our integrated digital borrowing solution that gives patrons independent access to millions of resources with just a few clicks and connects them to libraries worldwide. If you have a background in library or computer science and enjoy working in a dynamic and continuous learning culture, we would love to speak with you!
Responsibilities
- Triage customer cases with urgency and work with the Rapido development team to find solutions to any potential defects or customer support issues.
- Provide assistance with 'System Down' issues during normal business hours.
- Handle re-indexing procedures to fix data issues for customers.
- Create defect reports for the Rapido development team's review in Jira.
- Link customer cases to existing development defects that match the customer's reported issue.
Requirements
- Bachelor’s degree or equivalent relevant work experience
- 2+ years of client service & support experience.
Nice-to-haves
- Ability to effectively communicate solutions to technical and non-technical users.
- Familiarity with HTML, CSS, SQL and data interchange formats like XML or JSON.
- Self-motivation and ability to multitask in a fast-paced solution focused environment.
- Independence, initiative, and ability to learn quickly and follow through on urgent tasks.
- Experience working with Salesforce or Atlassian JIRA.
