Applies experience and technical knowledge in order to provide expert and second level support to the Customer Support Team and the OCLC user community for OCLC's online systems, distributed systems, and access methods using both proven and creative solutions.

Responsibility:

• Answer incoming support requests and second level referrals in a blended support environment, and place outgoing proactive calls, resolving or coordinating resolution for all requests presented
• Discover, research, test, and document new, valuable support information in the call tracking system or product related documentation.
• Document all support activity within the call tracking system(s) to ensure accurate reporting and trend identification, and to help maintain a history that will facilitate ongoing troubleshooting activity for specific users
• Under supervision participate in new product implementation activities /projects to help ensure Application Support readiness and better product quality/usability. This includes independent technical, functional and quality testing, procuring or developing new facilities or systems needed for support, reviewing user documentation, creating support documentation, developing/ executing staff training curriculum
• Assist the corporation in understanding customer responses to specific product offerings and desires for product enhancements, so that OCLC can continue to improve the functionality and quality of its products/services
• Act as a liaison with other sections, departments, divisions, or organizations, so that OCLC users can rely on Application Support to coordinate support efforts on their behalf as needed to provide solutions and answers
• Willingness to take up responsibility in projects
• Provide training in specific situations to members/customers.

Requirement:

• Position requires a Bachelor or Master degree in Business, Computer science, Library  & Information science, or an equivalent academic/work experience
• 1-2 years’ experience providing support in a complex customer service environment, or equivalent expertise
• Fluently written and spoken English and local language
• Basic working knowledge of:
• Workflow in libraries and/or
• Technology/tools underlying the OCLC products

Desired but not Required:

• A degree in a library or computer based discipline.
• Experience with functional support/troubleshooting of complex online services
• Knowledge of other European languages.
• Knowledge of Metadata (MARC21, XML)
• Experience in an international organization