Customer Support Specialist, hoopla

2 weeks ago

Holland, United States Midwest Tape Full time
Job DescriptionJob Description

For over 30 years, Midwest Tape has served libraries and their patrons with unparalleled access to the best content available in the media world. Our digital offering, hoopla Digital, combines the media and library expertise of Midwest Tape with the latest in web and mobile technology, delivering an all-in-one experience to the library world. As hoopla continues to grow on a global scale, we are expanding our team.

At Midwest Tape, we know our people are the reason for our success. We value our employees and believe in empowering them to help them thrive. We offer competitive pay and benefits, a healthy work/life balance, and appreciation for a job well done.

Benefits:

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

Position Summary:

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:

  1. Provide new customers with all onboarding and start-up support. This may include (but is not limited to) the following:
    • Maintaining a list of customer contacts
    • Obtaining, modifying, and loading customer artwork
    • Setting up customer RSS feeds
    • Providing initial customer account setup assistance and walkthrough
    • Reviewing budget control options with the customer
    • Answering customer questions regarding account setup and maintenance
    • Initiating follow-up communications after the initial setup
  2. Answer customer questions about the platform, applications, websites, supported devices, content, etc.
  3. Effectively communicate with other digital staff and sales reps
  4. Maintain an ongoing list of all customer concerns, problems, suggestions, and opportunities for improvement.
  5. Prioritize identified concerns and improvement opportunities and forward them to the appropriate personnel for corrective action.
  6. Identify customers’ specific needs and recommend the best total solution for that customer.
  7. Provide ongoing support by phone and email.
  8. Review and compile comments, concerns, and suggestions from social media communications

To perform this position successfully, an individual must fulfill the knowledge, skill, and/or ability requirements listed below.

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
  • Ability 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:

  • 2 years 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.

  • Sitting for extended periods of time.
  • Dexterity of hands and fingers to operate a computer keyboard, mouse, and other devices and objects.
  • Physically able to participate in training sessions, presentations, and meetings.
  • Ability to travel.


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