ProQuest Tier 2 Software Support Analyst in United States

Position Summary:

Ex Libris, a ProQuest company is looking for a Software Support Analyst to provide technical support and advice for Ex Libris customers around the world by analysing and resolving support incidents.

Duties and Responsibilities:

  • Provide technical support services to internal and external customers.

  • Communicate with customers in a professionally and proactively.

  • Write customer facing technical documentation for products and services.

  • Managing the full lifecycle of a defect and ensuring its tracked internally.

  • Work as a consultative partner to the customer-building rapport and providing direction.

  • Perform technical analysis and provide support for issues related to Ex Libris’ products and services.

  • Primary point of contact for customer support queries.

  • Being involved and promoting the product’s knowledge retention activities.

  • Proactively manage customer expectations in line with the company’s SLA.

  • Ensure critical issues are escalated and documented as per outlined processes.

  • Log defects into bug tracking system and provide necessary defect reports.

Essential Qualifications / Experience:

  • Graduate with BSc Honours, ideally in Computing related degree

  • 2+ years of technical customer support experience

  • Must have proven experience in troubleshooting issues that involve utilizing problem-solving abilities, available knowledge bases, and a high-level of technical experience.

  • Possess the ability to learn, retain, and apply new/existing information and new products.

  • Must be able to demonstrate etiquette, professionalism, and courtesy as well as a sense of confidence and ownership in resolving customer issues.

  • Ability to deliver outstanding customer service, demonstrate professionalism while maintaining composure in stressful situations.

  • Excellent written and verbal communication skills with ability to communicate in both technical and non-technical language with customers and co-workers.

  • Results oriented and energetic

  • Must be able to work well with demanding deadlines and possess good organisational skills.

  • Team player and good interpersonal skills.

Ancillary Experience:

  • Experience troubleshooting issues on mobile applications (iOS and Android)

  • Experience troubleshooting issues on web applications

  • Experience with helpdesk/support systems

Other important information about this position:

  • This position is based in the Ex Libris offices in Wolverhampton, UK.

  • This position requires weekday (Monday - Friday) attendance with some scheduling flexibility available around core working hours. (Do we need to add information regarding out of hours support from APAC/NA)

  • Every position requires certain physical capabilities. ProQuest seeks to make reasonable accommodations that enable individuals with disabilities to perform essential duties when possible.

Location: Wolverhampton, UK

Requisition Number: 2246

# of Openings: 1