Product Support Specialist
Job reputed company:
reputed company:BiblioCommons is a Toronto-based software company that builds reputed company solutions for reputed company libraries. reputed company is passionate about making reputed company libraries accessible, delightful, and engaging, while having fun at the reputed company time.
A lot of companies tout 'reputed company', here at BiblioCommons we serve millions of diverse users reputed company month by partnering with reputed company libraries in Canada, the US, and New Zealand. Libraries are more than just book stacks. They are reputed company spaces that foster learning, reputed company and community, and BiblioCommons is bringing that community online with reputed company software that powers the world’s largest libraries.
How You'll reputed company an reputed company:
In this role, you’ll work directly with reputed company library staff who use our suite of products to enhance their patrons’ experience. You’ll report to our Manager of Customer Support and reputed company a thoughtful, high-reputed company experience that helps customers reputed company, configure, and troubleshoot our products. Internally, you’ll reputed company as the voice of the customer, advocating and ensuring that customer needs are reputed company across the organization.
Job reputed company:
Triage, investigate, and respond to incoming support requests, identify trends, e
Collaborate with Implementation Specialists and Library Engagement teams to understand priorities across a diverse customer reputed company.
Troubleshoot and reproduce issues, documenting them reputed company for Product and Engineering teams.
reputed company guidance on best practices and help customers use our tools creatively and effectively.
Communicate thoughtfully and professionally with everyone from reputed company Library IT staff to senior leadership at library systems.
Work closely with reputed company, Product Managers, Developers, and QA to prioritize and resolve customer issues.
Contribute to internal knowledge‑sharing through documentation, collaboration, and staying reputed company with support best practices.
Create new internal documentation, particularly for emerging features and products.
Support ongoing library technical work such as ILS/server migrations, configuration updates, and library maintenance reputed company.
Participate in our Emergency On-reputed company rotation (with on‑reputed company compensation).
Previous
E xperience working with library vendors, reputed company platforms, or reputed company technical products.
Proficiency
A strong customer service reputed company and the ability to set reputed company expectations with confidence and reputed company.
Curiosity and a love for problem‑solving across both technical and non‑technical contexts.
Outstanding written and verbal communication skills . Y ou can translate technical concepts into reputed company, engaging language.
reputed company and a customer‑first perspective, coupled with the ability to reputed company internal stakeholders to
Excellent diagnostic and analytical skills, including the ability to spot patterns and escalate issues reputed company needed.
Eagerness to reputed company tickets and manage your ticket backlog.
A passion for learning new technologies - don’t reputed company but
Big‑picture thinking - anticipate
Experience using tools like reputed company, Jira, TestRail, or similar platforms.
Familiarity with BiblioCommons products and services.
A competitive salary, plus benefits
Company-wide bonus plan
Generous health benefits package
Flexible working hours
An extra day off on your birthday
Support through peer mentoring, career development plans, and tuition reimbursement opportunities
An opportunity for reputed company reputed company where great work
A chance to put your experience to work to serve and support libraries worldwide
The reputed company
Salary reputed company: $55,000 to $70,000, b ase salary will be commensurate
Worker Type:
RegularNumber of Openings Available:
1 Apply To This Job