Product Support Specialist

4 weeks ago

Cleveland, United States OverDrive Full time
Description

This position will require you to be located in Cleveland, OH We are in a hybrid schedule, 2 days on campus and 3 days WFH.

The Product Support Specialist is responsible for onboarding new Higher Education partners and providing quality support by answering inquiries, troubleshooting Kanopy product-related issues, and advising on best practices. The Product Support Specialist helps partners achieve success and consistent growth in product awareness and usage through excellent support, training, and resources.

Responsibilities:
  • Answer Higher Education partner inquiries via email, phone, and case queue. This includes fielding questions as an expert on Kanopy products; analyzing, diagnosing, researching, and reporting technical issues; supporting product enhancements; and advocating for partner feature requests.
  • Execute onboarding tasks, which can include hosting an implementation call, coordinating platform development, coordinating authentication, and conducting partner training.
  • Facilitate collection and budget updates including order entry into the order fulfillment system, answering budget, credit, and invoicing questions, and issuing invoice corrections.
  • Meet weekly with team to review outstanding issues, customer satisfaction, and strategize ways to drive better results in support of strategic initiatives.
  • Maintain accurate relevant partner data in Salesforce and other OverDrive databases.
  • Support Sales team initiatives and requests like usage reports and trial setups.
  • Other duties as assigned.
Requirements:
  • Bachelor's Degree in related field preferred.
  • 1-2 years of related experience with support, customer onboarding, and/or customer success.
  • Experience working in the film or higher education library space is a bonus.
  • Strong communication skills (written, verbal, and listening).
  • Tech-savvy and eager to learn new technology systems, procedures, and skills.
  • Organized, detail-oriented, and able to manage multiple tasks working with a variety of individuals.
  • Working experience with invoicing or accounts payable systems preferred.
  • Familiarity with Windows, Microsoft Office. Slack, Salesforce, Confluence are a plus.

What's Next:

As you've probably guessed, OverDrive is a place that values individuality and variety. We don't want you to be like everyone else, we don't even want you to be like us-we want you to be like you So, if you're interested in joining the OverDrive team, apply below and tell us what inspires you about OverDrive and why you think you are perfect for our team.

OverDrive values diversity and is proud to be an equal opportunity employer.

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