Technical Customer Support-Work From Home

[tam2005]

Unresearched....

We are an 8 year old company with sustained strong growth of our customer base (more than 1000 libraries in 95 countries), content (more than 120,000 titles from over 260 leading publishers), products, traffic, revenue and team, and are looking for someone who can grow with us.
We offer an employee-oriented culture, competitive salaries, pre-IPO stock option plans, excellent benefits, and a very cool company dog.

Duties of this challenging and never boring position include.
Respond to and resolve incoming Customer Support requests from end-users, customers, librarians, technical staff and partners.
Escalate and resolve second level Customer Support requests.
Contribute to documentation including external help and knowledge bases and internal Wiki.

The ideal candidate will have:
Get-It-Done attitude!
Experience with electronic information databases and library systems.
At least 3 years of level I/II support or supervisory role, preferably in an internet-based call center and/or email environment.
Ability to work well with different levels of internet customers, from novice end-users to arrogant experts.
Experience with technical aspects of websites, browsers and the Internet protocols (TCP/IP, HTML, HTTP).
Proficiency with the major web browsers (Internet Explorer, Firefox, Safari), desktop applications (Microsoft Office and Adobe Acrobat) and their quirks.

Whole system holistic problem solving skills.
Strong verbal/written communication skills.
Practical desktop support experience (Windows and Macintosh).
Self-motivated multi-tasking with well developed personal organization, proven detail oriented problem solving and follow through to completion.
Able to work independently in a fast paced environment.
A good sense of humor.
Skills that will give you a leg up on the competition:
An MLS!

Staff experience with an academic/public/special library.
Knowledge of library ILS, OPAC, CMS and proxy server systems.
MARC cataloging experience.
Experience with web application programming and servers (ASP/.NET on IIS, Perl, PHP, JSP/Java or Apache/Tomcat etc.).
Database experience (SQL, Oracle, FileMaker).
GUI scripting (VB, AppleScript).
UNIX skills.

Experience using salesforce.com for CRM.
Understanding of quality and feedback processes and measurement.
Spanish fluency (both written and spoken).
This position is on-site business hours at our offices in Palo Alto, with telecommuting optional up to 4 days per week.

Please submit a resume and cover letter describing why we should hire you for this position and include your salary history. Email PDF, Word or text attachments (only) to hr-160 (at) ebrary.com