TDNet Job Opportunity - Customer Success & Support Position



TDNet Job Opportunity - Customer Success & Support Position




TDNet is a leading provider of information-technology solutions for libraries and information centers; specializing in corporate, bio-medical, government and special libraries.

TDNet develops and provides integrated SaaS solutions, combining Technology, Content and Services in the areas of –

  • Discovery to delivery
  • Library & information center portals
  • Authentication and access management


We are looking for a new member to join our Customer Success & Support Team.


  • Troubleshoot and resolve customer specific technical issues; respond to tier 1 + 2 open cases and become their owner until resolution (all work is documented in a ticketing system)
  • Escalate complex issues to tier 3 internally and externally
  • Provide proactive support and open communication with customers
  • Communicate important issues and information to manager and team in order to improve performance
  • Support pre / post sales processes and contact external related content and technology providers
  • Provide training -demos, Web-meetings, write technical explanations and tutorials



  • Knowledge and familiarity with the library and information sciences industry
  • Fluency in written and spoken English; Professional level proficiency is required
  • Bachelor’s degree with at least 2 years’ related customer service experience, or equivalent combination of education and experience
  • Experience using and troubleshooting web-related technologies (e.g. HTML, CSS, SQL queries, Proxy, etc.).
  • Ability to multi-task and work independently
  • Organized and details oriented, strong problem solving and analytical skills
  • Willingness to work also afternoon and evening hours


TDNet will consider internship students as candidates to join our team