Product Support Specialist (Toronto, Ontario, Remote)
Canada – Toronto
Remote, Canada

Job Summary:
BiblioCommons is looking for a Product Support Specialist to join our growing team and support our customer base across our BiblioCommons enterprise suite of products. Our mission is to support libraries in making their digital online catalog and spaces as beautiful and accessible as their physical ones.

Job Description:
We’re a mission focused, passionate and collaborative team that work together to help make our public libraries successful. If you’re a natural problem solver, enjoy diving into and learning technical solutions and are an excellent communicator, we would love to speak to you! We care deeply and genuinely about customer support and about the role it plays in making a customer-centric team successful – if you feel the same way, BiblioCommons might be the place for you! We know that every bit of work you do makes a real difference in making our customers happy.   

How you’ll make an impact:   
In this role you’ll be working directly with the public library staff who use our world class suite of tools every day to enhance patrons’ library experience. You’ll be reporting to our Manager, Customer Services, providing a white glove, enterprise experience to our customer base, helping them navigate, configure, and support our products, as well as play a pivotal role internally as a representative of the customer. 

A typical day in the life of a BiblioCommons Product Support Specialist will include:   

• Triage and respond to incoming support requests and spot trends in customer issues to flag for the wider team.  
    
• Collaborate with Implementation Specialists, Customer Success account managers to gain an understanding of needs and priorities across varying customers and products  
• Troubleshoot, identify, reproduce, and document issues for our product and engineering teams.  
    
• Provide guidance on best practices for our products, and creative solutions using available functionality  
    
• Responding to support tickets in a thoughtful, diplomatic and friendly manner, whether it’s to an experienced Library IT professional or to a Senior Executive stakeholder  
    
• Communicating with the development, Product Managers and QA teams to prioritize and resolve customer issues   
    
• Contribute to the ongoing learning and success of your colleagues, through collaboration, staying at the forefront of Customer Support best practices, sharing tribal knowledge and aiding in documentation.  
• Creating new internal documentation for new products  
    
• Completing project work related to ongoing library maintenance such as planning of ILS and server migrations, and ongoing updates to our services  
    
• Facilitate with Emergency On Call support on a rotational basis (on-call pay provided)  

   
What you’ll bring to the team:  

• Previous experience working with Library vendors and SaaS platforms 
• 2-3 years of previous experience working with an Enterprise level web based software.  
    
• High level of customer service aptitude and ability to manage customer expectations with poise. 
    
• Curiosity, you enjoy solving problems and diving into both technical and non-technical problems 
    
• Outstanding communication skills – you know how to translate complex technical questions into an engaging answer whether you’re speaking with an experienced IT professional or a Senior Executive stakeholder at a library. 
    
• Empathy, you enjoy challenges and want to do what’s right for the customer, even if that means working internally with various stakeholders to find the right solution 
    
• Exceptional problem solving and diagnostic skills, you have a second nature for spotting trends in customer issues and know when to surface these internally 
    
• Passion for learning about new tech – you’re not a code-writer but are not scared of code and get the logic behind it!  
    
• Big picture thinking – often see problems before they happen and advise on how to avoid support pitfalls 

 Bonus points for:   

• Previous experience or exposure to Zendesk, JIRA, Testrails 
• Experience with BiblioCommons products and solutions is a plus  
    
• Previous library experience, ideally in a technical services, IT or web services capacity  
    
• Practical knowledge of library cataloging practices, Integrated Library Systems (ILSs) and domain knowledge about the world of public libraries and issues they face in their digital spaces  
    
• Experience with iOS and Android Developer accounts and troubleshooting for mobile apps.  

About BiblioCommons:  
BiblioCommons is a Toronto-based software company that builds SaaS solutions for public libraries. We have a team of 50+ people that are 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 over 8 million diverse users each month by partnering with close to 200 public libraries in Canada, the US, New Zealand and Australia. 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 world’s largest libraries.