LibraryJobline

* Provide system management operational support to customers over the phone and in written communications. Coordinate all activities pertaining to the problem identification and resolution, working with other areas to reach the resolution while managing customer expectations. * Document progress, resolution and time spent on all customer activity in the appropriate tracking incident system. * Act as primary point person for customer questions and concerns. Provide support and diagnostics for critical operational and application issues. Escalate unresolved issues appropriately. * Monitor incoming tickets and either respond directly or identify and assign other staff resources for problem resolution. * Participate in pager rotation nights and week-ends * Participate in creation and maintenance of knowledge base documentation used for trouble resolution * Assist in other system/operational projects as needed. Other Requirements / Qualifications: * Excellent troubleshooting and strong technical skills. Capable of identifying and coordinating with appropriate staff to resolve issues. * Excellent communication skills (both written and verbal) and superior customer service skills. Customer Service background. * Strong analytical and problem solving skills. Ability to think analytically and to set clear priorities, with very strong organizational and issue resolution required. * Ability to communicate in support of varied needs TLC provides libraries with ILS software as well as other services. The position involves supporting the customers using the software and requires technical aptitude, experience and excellent customer service. We are looking for someone with the skills and desire to make the position bigger and more robust.