SYSTEMS LIBRARIAN – WEBPAC – OVERNIGHT SHIFT
CUSTOMER SERVICES DEPARTMENT
This position will be located at the Innovative Headquarters office in Emeryville California.
Innovative Interfaces, Inc. dedicates its energies to meeting the needs of libraries and the challenges of library automation. The company has fulfilled this mission with first-rate services and products such as the Millennium integrated library platform, INN-Reach resource sharing, Electronic Resource Management, and the Encore discovery services platform. Today thousands of libraries of all types in over 40 countries rely on Innovative’s products, services, and support. The company is located in Emeryville, California with offices around the world.
We are is seeking an enthusiastic individual who enjoys working in a fast-paced, collaborative environment, who will provide telephone and e-support for Innovative's customers and perform effective technical troubleshooting of application issues. This position emphasizes support to Innovative’s International customer base and urgent overnight activities for the North American customer base, with additional tasks and responsibilities assigned based on business need. After an initial training period during normal business hours, the position will move to an overnight shift TBD.
Responsibilities
· Provide extensive telephone and e-support for Innovative's customers using Innovative software on large multi user UNIX systems
· Analyze, troubleshoot, document, and resolve application issues reported by customers using UNIX and proprietary utilities.
· Work with customers with varying levels of technical expertise to effectively pursue and resolve issues in an expedient manner
· Acquire a thorough knowledge of Innovative’s web-based products and technologies on both the Encore and Millennium platforms to troubleshoot customer systems, add to internal documentation, and share information with the Customer Services Department’s WebPAC and Digital Resources teams.
Requirements
· MLS or other relevant degree, or equivalent work experience
· Minimum of two years experience in at least one of the following areas:
o Library circulation department or library technical services
o Software support or help desk
o Website design/administration/troubleshooting
· Familiarity with Web technologies, such as HTML, XML, CSS, SSL, Open URL
· Familiarity with CAS and LDAP authentication
· Familiarity with automated library systems and information technologies
· Strong commitment to service
· Proven analytical and problem solving skills
· Facility for learning new software
· Detail-oriented approach with excellent follow-through
· Excellent written and verbal communication skills and a positive and professional phone manner
· Ability to work both independently and as part of a team
· Ability to work accurately under pressure in a fast-paced and changing environment
· Ability and willingness to work a non-standard overnight shift
Desired
· Fluency in one or more CJK languages
· Previous experience working in a UNIX environment
· Familiarity with automated library systems and information technologies
Job Code: SLO
Click here to apply: https://home.eease.com/recruit/?id=487712
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