Customer Support Specialist, Hoopla

About the role

This position works in conjunction with a team of Customer Support Specialists to provide ongoing support for libraries using hoopla digital, including setting up accounts for new customers.

Primary Duties and Responsibilities

• Provide new assigned inside Tier 1 customers with all onboarding and start-up support.
  • Maintain a list of customer contacts
  • Obtain, modify, and load customer artwork
  • Set up customer RSS feeds
  • Provide initial customer account setup assistance and walkthrough
  • Review budget control options with the customer
  • Answer customer questions regarding account setup and maintenance
  • Initiate follow-up communications after the initial setup
  • Answer customer questions about the platform, applications, websites, supported devices, content, etc.
  • Effectively communicate with other digital staff and sales reps
  • Maintain an ongoing list of all customer concerns, problems, suggestions, and opportunities for improvement
  • Prioritize identified concerns and improvement opportunities and forward to the appropriate personnel for corrective action
  • Identify customers’ specific needs and recommend the best total solution for that customer
  • Ongoing support by phone and email
  • Review and compile comments, concerns, and suggestions from social media communications

Skills

• Exceptional interpersonal and communication skills
• Detail-oriented and accurate, with excellent organization and excellent follow-up skills
• Knowledge of proper grammar, spelling, and punctuation
• Able to work independently while being an active member of a team
• Basic computer skills, including Microsoft Office and Photoshop
• Basic AI tool usage (Copilot, ChatGPT, Claude) for drafting, summarizing, and analyzing information while maintaining data confidentiality
• Able to read and interpret documents such as policy and operating manuals
• Active listening – giving full attention to what other people are saying, taking time to understand the points being made, and asking questions as appropriate

Preferred Education Requirements

Bachelor’s degree in business, related field, or equivalent experience.

Preferred Experience

1 year of previous inside sales or customer service experience.

Physical Requirements/Work Environment

The work environment characteristics and physical demands described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to regularly sit for extended periods of time
• Perform repetitive motion-type tasks
• Ability to work on-site in a team environment
• Ability to travel
• Must be physically present for meetings, presentations, and training

Benefits

• Medical, dental, & vision insurance
• 401k + match
• Profit sharing
• Paid vacation and personal time
• Flex time
• 10 paid holidays
• Company performance bonus
• Holiday bonus