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Member Services Support Associate, North of Boston Library Exchange (NOBLE) (Danvers)

The Member Services Support Associate is a team-oriented individual providing high-quality customer support to NOBLE member library staff and assisting the NOBLE training program. 


Essential Functions

  • Communicates with and provides quality customer service to member libraries.
  • Acts as primary Helpdesk coordinator by receiving, evaluating, referring and/or resolving telephone, in-person, and electronic support requests.  Escalates unresolved problems to the appropriate NOBLE support staff.
  • Provides tier-one support to member libraries for NOBLE-provided services, with a focus on circulation and holds, Google Workspace, and electronic resources;  keeps library staff informed of status; and maintains records. Performs routine batch updates to items, patrons, and records.
  • Handles library staff account management in Evergreen, Google Workspace, Overdrive, and other NOBLE-provided services.
  • Works with the Commonwealth Catalog to resolve problems, open tickets, provide information and update users as needed.
  • Maintains a thorough knowledge of the Evergreen system and participates in basic training, implementation and troubleshooting.
  • Assists with software improvements by testing new features, bug fixes and releases.
  • In coordination with the Member Services Manager, produces and distributes documentation for library staff and updates the Staff Information System.
  • Contributes to the Evergreen community, including bug reporting, bug testing, documentation, and participation in virtual community events.
  •  Upholds the policies of NOBLE.


Non-essential job duties

  • Analyzes trends in support requests to assess the effectiveness of recommended workflows and identify areas for further training and/or documentation.
  • Serves as a liaison to library circulation departments, consulting on settings and making changes as needed. Attends Circulation Roundtable and Resource Sharing Working Group meetings.
  • Performs special projects and other related duties as required, directed, or as the situation dictates.

Qualifications

Minimum Qualifications

  • Four-year college degree or equivalent experience.
  • Minimum of three years related experience.
  • Experience working with a library management system.
  • Familiarity with Google Workspace applications (Docs, Sheets, Slides, Forms, etc.)
  • Proven customer service skills and orientation.
  • Strong technology skills.
  • Proven ability to work as a member of a team.
  • Ability to be self-motivated, to exercise initiative and independent judgment, to solve problems with minimal assistance, and to prioritize tasks in a busy support environment.
  • Excellent written and verbal communication skills. Able to effectively present information one-on-one or in a small group.
  • Strong organizational skills and attention to detail.

Preferred Qualifications

  • At least three years working in a library environment.
  • Experience working with the Evergreen Integrated Library System.
  • Familiarity with WordPress or other content management systems.

Full/Part Time

Full Time

Education

BA/BS

Salary Range

$50,700.00 - $61,684.00  / year

Closing Date

How to Apply

Please send cover letter and resume to employment@noblenet.org by July 16, 2024. 

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Posted

2024-06-18 |  Quick link to this job