The Product Support Specialist's responsibilities include onboarding new partners and providing quality support by answering inquiries, troubleshooting product-related issues, and advising on best practices.
The Product Support Specialist is an integral part of a Territory Team who builds personal relationships with partners and collaborates to help them achieve success and consistent growth in product awareness and usage through excellent support, training, and resources.
Responsibilities:
Answer partner inquiries via email and phone, which includes fielding questions as an expert on OverDrive products; analyzing, diagnosing, researching, and reporting technical issues; and advocating for partner feature requests.
Execute onboarding tasks, which includes hosting an implementation call, coordinating website development, setting up authentication, and coordinating partner training.
Facilitate collection updates like new formats, services, and features.
Support product launches and enhancements.
Meet weekly with Territory Team to review accounts and strategize ways to drive better results in support of strategic initiatives.
Conduct partner audits to ensure they are leveraging tools and features that increase product awareness and usage and maximize the end user experience.
Identify opportunities, share recommendations with the Territory Team and partner, and report results.
Maintain accurate relevant partner data in Salesforce and other OverDrive databases.
Requirements:
Bachelor’s Degree in related field preferred.
1-2 years of related experience with customer onboarding, support, and/or customer success.
Experience working in the public library space is preferred.
Strong interpersonal, written, and verbal communication skills.
Tech-savvy and eager to learn new technology systems, procedures, and skills.
Organized, detail-oriented, and able to manage multiple tasks working with a variety of individuals.
Familiar with Windows, Microsoft Office.
Slack, Salesforce, Confluence, library catalog or ILS are a bonus.
What’s Next:
As you’ve probably guessed, OverDrive is a place that values individuality and variety.
We don’t want you to be like everyone else, we don’t even want you to be like us—we want you to be like you! So, if you're interested in joining the OverDrive team, apply below and tell us what inspires you about OverDrive and why you think you are perfect for our team.
OverDrive values diversity and is proud to be an equal opportunity employer.
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