Description
Ex Libris, a ProQuest Company - Who we are...
Ex Libris, a ProQuest company, is a leading global provider of cloud-based solutions for higher education. Offering SaaS solutions for the management and discovery of the full spectrum of library and scholarly materials, as well as mobile campus solutions driving student engagement and success, Ex Libris serves thousands of customers in 90 countries. For more information about Ex Libris, see our website, and join us on Facebook, YouTube, LinkedIn, and Twitter.
Content Support Supervisor
The Support Team Supervisor at Ex Libris supervises the achievement of team goals, helps to manage and improve support processes and serves as the expert for one or more products and services for our libraries. The supervisor will provide daily support and direction to five Content Support Specialists.
What will I be doing?• Lead the North America Content Support team in achieving KPIs, including the usage and creation of reports and dashboards to improve tracking, support responsiveness, and other measures.• Monitor case queue to ensure compliance with first response service level agreements and balances the number of cases and workload across the team.• Directly manages team members including training and developing them to meet business needs. • Lead broader team initiatives related to product training and advanced technical skill development.• Assist manager with the Technical Support process, including representing support at internal and customer meetings, and continuous improvement of procedures.• Present critical issues and recommendations for team and Customer Success to direct supervisor.• Assist manager with handling escalations and customer satisfaction issues.• Serve as product expert and point of contact for various internal/external systems.• Leads/assists with knowledgebase and discovery solution products maintenance tasks and documentation.
Miniumum Qualifications:• Bachelor's degree in a related field, plus 3 years of related client service experience, or equivalent combination of education and experience.• Demonstrated managerial and leadership qualities and/or experience.• Hands-on experience using Salesforce reports and dashboards for tracking and analyzing team performance.• Strong analytical skills (e.g. system analysis, troubleshooting, debugging code, etc.).• High level of learning agility, with ability to learn, comprehend and explain complex product functionality and value proposition. • Strong interpersonal, communication, and relationship-building skills, with ability to enthusiastically and professionally interact with a diverse blend of personality types and levels within an organization.• Strong understanding of web-related technologies, such as HTML, CSS, and Web Proxy.• Strong working knowledge of the Microsoft Office Suite products.
Reasons you should apply...1. If you enjoy working with a global team where your success is dependant on the ability to work autonomously. 2. If you have a strong technical support background 3. If you enjoy leading a team in a professional environment This job may not be a fit if...1. You are not able to both manage a team and participate in the daily work your team is working on.2.You are not able to commute to the Ann Arbor, Michigan office3.You do not like reporting and analyzing reports
Superstar Candidates will have...1. Experience with development technologies such as scripting, Java and Python.2. Have a Masters in Library Science
Minimum Qualifications:• Bachelor's degree in a related field, plus 3 years of related client service experience, or equivalent combination of education and experience.• Demonstrated managerial and leadership qualities and/or experience.• Hands-on experience using Salesforce reports and dashboards for tracking and analyzing team performance.• Strong analytical skills (e.g. system analysis, troubleshooting, debugging code, etc.).• High level of learning agility, with ability to learn, comprehend and explain complex product functionality and value proposition. • Strong interpersonal, communication, and relationship-building skills, with ability to enthusiastically and professionally interact with a diverse blend of personality types and levels within an organization.• Strong understanding of web-related technologies, such as HTML, CSS, and Web Proxy.• Strong working knowledge of the Microsoft Office Suite products.More to love about becoming a PQ employee!• Forbes Ranks ProQuest among 2018 America's Best Mid-Size Employers• We offer professional development opportunities with a significant focus on learning• We hold fun on-site events• Our employee population is smart and highly collaborative• We have a relaxed dress code... yes, that means blue jeans (and not just on Fridays!)• All of our employees have access to ProQuest research products including e-books, genealogy and academic journals
Other important information about this position:• Once the office opens, this position is located in Ann Arbor, Michigan • This position requires weekday (Monday - Friday) attendance with some scheduling flexibility available around core working hours. • Every position requires certain physical capabilities. ProQuest seeks to make reasonable accommodations that enable individuals with disabilities to perform essential duties when possible.
At Ex Libris, we work hard and have fun doing it. Please consider joining our talented team!!EOE/M/F/Vet/Disabled
Link for Forbes Best Mid-Size Employers: https://www.proquest.com/about/news/2018/Forbes-Ranks-ProQuest-Among-Americas-Best-Mid-Size-Employers.html
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
