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TJ Kelsall, PHR
HR Generalist
Innovative Interfaces, Inc.
Systems Librarian – Madrid Office
Innovative Interfaces creates cutting-edge products that allow libraries to succeed in a modern technology environment and the freedom to implement solutions that best meet their specific needs. The company’s versatile and market-leading solutions include: the Sierra Services Platform, the Millennium ILS, the Encore Synergy discovery application, Electronic Resource Management, and INN-Reach resource sharing. An established company with a vision for the future, Innovative connects with thousands of libraries of all types in over 50 countries. Innovative’s commitment to service is reflected by its 24/7/365 Help Desk, Innovative University, and the CSDirect Web support center. The company is located in Emeryville, California with offices around the world.
We are currently seeking an enthusiastic individual who enjoys working in a fast-paced, team-oriented environment to join our Customer Services team in Madrid, Spain. This position will focus on service delivery for the Innovative Products to our European customer base, as well as partner with team members around the globe.
This position will be located in our Madrid Spain office. We are not seeking remote employment for this position at this time. Only candidates already located in Spain will be considered.
Responsibilities:
· Deliver excellent customer service and support to Innovative Interfaces’ global customer base by means of telephone, email, and web.
· Analyze, troubleshoot, resolve, and document problems of all levels of complexity with the Innovative products on large scale user systems.
· Address customer requests for status reports on open service tickets.
· Triage, escalate, and facilitate service issues requiring urgent attention.
· Contribute to Innovative knowledge base and documentation.
· Assist with necessary Spanish translations on FAQs, documentation, and service tickets as needed.
· Other duties as assigned.
Requirements
· Written and verbal fluency in Spanish and English languages. Additional languages are highly desirable.
· MLS, MLIS, or other relevant degree, or equivalent work experience.
· Minimum of one year experience in library technical services, software support, or help desk.
· Excellent written and verbal communication skills.
· Positive and professional phone manner.
· Strong commitment to delivering excellent customer service.
· Detail-oriented approach to problem solving and analysis with excellent follow-through.
· Ability to work both independently and as part of a team.
· Ability to work accurately under pressure in a fast-paced and changing environment.
- Present, learn, and apply new technologies.
To apply please send resumes to: tkelsall@iii.com
Innovative Interfaces is an Affirmative Action/Equal Opportunity Employer
EEO/AA/M/F/H/V
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