Technical Support Consultant II Ebrary

Description

1. Responsibilities: This position is responsible for Technical Support of the ebrary product.
Technical Support involves:
Responding to ebrary technical support tickets escalated by ProQuest
Writing, editing and publishing supplemental help documentation for the ebrary product.
Coordinating with the relevant sales person and/or reseller for each customer issue
Escalating and following up on issues to engineering and content.
Escalating issues to the Technical Support Manager
2. Product expertise: This position is expected to develop deep and wide expertise in Information Technology needed for the ebrary platform:
Skills needed for ebrary customer end-user environments but not limited to:
Expertise on the ebrary product platform: Java and Plugin Reader. QuickView
Different browser technology: Firefox, IE, Chrome, Safari
Athens/Shibboleth
EZProxy and other remote access systems
Library cataloging technology
Microsoft Windows and Macintosh operating systems
Hardware and software troubleshooting
Networking and TCP/IP troubleshooting
3. Department: This position is a member of the Technical Support department; This position will be focused on the support of ebrary customers. The position will provide guidance, input and assistance to members, responding in a timely and constructive manner, contributing to overall team deliverables and projects, and will be cross-trained on technical and non-technical implementation systems and processes applicable to supporting ebrary.
4. Communication and Project Management: Comprehensive tracking and attention to detail on issues and resolution is a key part of this role within the organization. This role will set proper expectations on deliverables in conjunction with ongoing and focused, effectively presenting information, documenting issues articulating solution proposals and managing results, using applicable means including Confluence, JIRA, salesforce.com, email, Excel, PowerPoint and project management tools.
5. Policies: This role will support customer compliance with ebrary deployment, security and acceptable use policies, and facilitate the implementation of those policies.
6. Self-direction: This position will accomplish these goals, deliverables and responsibilities with minimal supervision.
7. Prioritization: This position is expected to manage time and impact commensurate with deal revenue or strategic importance.
8. Travel: This role requires no travel, but does require attendance at weekly Technical Support team meetings, interfacing with other ebrary groups as necessary using conference calls and online meeting tools.
9. Effective Participation on the ebrary Team: This position is responsible for contributing to the companys overall success by communicating effectively and appropriately with other company groups as necessary
10. Relationship with Direct Manager: The employee is responsible for communicating effectively and appropriately with their manager, to define objectives, priorities and communicate tasks, progress and results.
11. Exercise of Sound Judgment and Discretion: This position requires the exercise of a high level of sound judgment, discretion, and self-direction.
12. Professional Integrity: This position contributes toward maintaining a high standard of professional conduct throughout the company, including understanding and abiding by applicable laws and company policies and obligations. This position promptly notifies Legal or other responsible Team members if unlawful or questionable actions are encountered or suspected, whether by employees or by any others with whom the company does business.
13. Flexibility: The employees direct manager may modify the job duties for this position from time to time, but will consult with the employee in this position about the changes and provide a written update.

Qualifications:
2+ years customer technical support experience
Excellent written skills and abilities to provide clear, concise, written instructions to customers.
Must have technical experience with web product support

Location:	318 Cambridge Avenue Palo Alto, CA 94306 United States