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.
View full job description.
Posted
2024-06-18