Technical Support Representative, Novelist
About Our Client
The organization provides a research experience through a powerful discovery platform designed to meet the information needs of end users. Operating globally with more than 2,700 employees, primarily in hybrid or remote roles, the organization focuses on innovation and forward-thinking strategies that support research and information discovery. Its mission is to transform lives by delivering reliable and relevant information when, where, and how it is needed.
About the Opportunity
The Technical Support Representative, Novelist supports the NoveList division in helping libraries engage readers and serve their communities. This role provides technical and product support, resolves customer issues, and helps ensure effective use of NoveList products. The position also collaborates with internal teams to improve customer satisfaction, product performance, and daily operations.
Responsibilities
- Provide setup, troubleshooting, and technical support for NoveList products through email, chat, and phone while maintaining excellent customer service.
- Investigate and resolve technical and product-related issues reported by customers.
- Support the daily operations of the NoveList product line.
- Collaborate with product management, software development, sales, and other teams to investigate and resolve issues.
- Provide technical and product expertise to sales, marketing, and product management teams.
- Develop and maintain internal and customer-facing documentation.
- Participate in quality assurance testing for NoveList products.
Requirements
- Minimum 2 years of experience in a technical support role.
- Minimum 2 years of professional experience using Microsoft Windows Office applications, including Excel, Word, and Outlook.
- Preferred: Experience with HTML/CSS.
- Preferred: Experience with SQL reporting.
- Preferred: Experience working or volunteering in public libraries.
- Preferred: Bachelor’s degree in a technical field or relevant professional certifications.
Pay
Annual salary range: $37,055–$52,935.