TDNet Job Opportunity - Customer Success & Support Position

TDNet Job Opportunity - Customer Success & Support Position

TDNet:

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.

Responsibilities:

• 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

Requirements:

• 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

Contact: einat@tdnet.com