Product Support Specialist
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Job Location:
Monthly Salary:
Posted on:
2 hours ago
Vacancies:
1 Vacancy
Job Summary
Job Summary:
About Us:BiblioCommons is a Toronto-based software company that builds SaaS solutions for public libraries. Our team is passionate about making public libraries accessible delightful and engaging while having fun at the same time.
A lot of companies tout social impact here at BiblioCommons we serve millions of diverse users each month by partnering with public libraries in Canada the US and New Zealand. Libraries are more than just book stacks. They are public spaces that foster learning connection and community and BiblioCommons is bringing that community online with clever software that powers the worlds largest libraries.
How Youll Make an Impact:
In this role youll work directly with public library staff who use our suite of products to enhance their patrons experience. Youll report to our Manager of Customer Support and provide a thoughtful high-touch support experience that helps customers navigate configure and troubleshoot our products. Internally youll act as the voice of the customer advocating and ensuring that customer needs are understood across the organization.
Job Description:
What a Typical Day Looks Like
Triage investigate and respond to incoming support requestsidentifytrendsand shareinsights with the broader team.
Collaborate with Implementation Specialists and Library Engagement teams to understand priorities across a diverse customer base.
Troubleshoot and reproduce issues documenting them clearly for Product and Engineering teams.
Provide guidance on best practices and help customers use our tools creatively and effectively.
Communicate thoughtfully and professionally with everyone from experienced Library IT staff to senior leadership at library systems.
Work closely withCustomer SuccessProduct Managers Developers and QA to prioritize and resolve customer issues.
Contribute to internal knowledgesharing through documentation collaboration and staying current with support best practices.
Create new internal documentation particularly for emerging features and products.
Support ongoing library technical work such as ILS/server migrations configuration updates and library maintenance projects.
Participate in our Emergency On-Call rotation (with oncall compensation).
WhatYoullBring
Previouslibrary experience especially in technical services ILS admin IT or web services.
Experience working with library vendors SaaS platforms or complex technical products.Knowledge of Sierra Polaris Symphony Horizon Evergreen ILS preferred.
Proficiencyinlibrary cataloging processes such as mapping familiarity with MARC etc.
A strong customer service mindset and the ability to set clear expectations with confidence and empathy.
Curiosity and a love for problemsolving across both technical and nontechnical contexts.
Outstanding written and verbal communication skills. You can translate technical concepts into clear engaging language.
Empathy and a customerfirst perspective coupled with the ability to navigate internal stakeholderstoreach the right solution.
Excellent diagnostic and analytical skills including the ability to spot patterns and escalate issues when needed.
Eagerness to close tickets and manage your ticket backlog.
A passion for learningnew technologies-youdontneed to writecode butunderstanding how things work excites you.
Bigpicture thinking-youanticipatepotential issues and guide customers toward more stable scalable workflows.
Experience using tools like Zendesk Jira TestRail or similar platforms.
Familiarity with BiblioCommons products and services.
Perks
A competitive salary plus benefits
Company-wide bonus plan
Generous health benefits package
Flexible working hours
An extra day off on your birthday
Support through peer mentoring career development plans and tuition reimbursement opportunities
An opportunity for professional growth wheregreat workis recognized and rewarded
A chance to put your experience to work to serve and support libraries worldwide
Theoptionto work remotely within Canada or from our satellite office space in Toronto
Salary Range: $55000 to $70000 base salary will becommensuratewith experience.
Worker Type:
RegularNumber of Openings Available:
1Required Experience:
IC
Key Skills
About Company
Subscribe to BiblioCommons to transform your public library’s online catalog, mobile app, website, events manager, and email marketing into engaging experiences your staff and patrons will love.
