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Technical Support Lead

4 months ago

Holland, United States Midwest Tape Full time

Full-time, onsite. *Preference will be given to local candidates to the Toledo, Metropolitan area. * 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. Position Summary: The primary goal is to lead the support team and establish customer service standards, contribute to improving customer support, and provide feedback to internal teams. Review and report on reported errors, play failures, ILS messaging, and all patron and library feedback. Identify, analyze, and document problems and work with the testing team to resolve them. Primary Duties and Responsibilities: To perform this position successfully, an individual must fulfill the knowledge, skill, and/or ability requirements listed below. Review Salesforce cases entered from patrons and determine if they are bugs or if enhancements are needed. Manage and answer Salesforce bug and feedback cases entered from patrons in a timely and professional manner, including but not limited to the platform, applications, websites, supported devices, content, etc. Confer with customers by telephone or email to provide information about products and services, cancel accounts, or to obtain details of complaints. Identify customers' specific needs and recommend the best total solution for that customer. Identify, analyze, and document program defects or opportunities for improvement, such as questionable functionality, errors, bugs, inconsistencies, and user experience improvement. Analyze and report to the manager on trending issues related to play failures, reported errors, or patron feedback. Submit bug/improvement tickets according to established procedures. Review errors that are not cases. ```{=html} ``` - Involved in all hoopla feedback and training meetings. - Keep library and patron help pages up to date. ```{=html} ``` - Refer unresolved customer issues to designated departments for further investigation. - Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken. - Respond to app reviews - Review and compile comments, concerns, and suggestions from social media communications. - Part of an on-call rotation for after-hours and emergency outage support. - Monitor email inbox for hoopla Digital and respond to library patron/library needs as scheduled: ```{=html} ``` - - Weekdays -- Mon -Fri 8:30am to 5pm. - Evenings - Mon -Fri 5pm -- 10pm. - Weekends 2-4 days per month --Sat & Sun on the hour 10am -- 10pm. Lead the patron support team. Continually work to improve our patron support communication process. Develop a training process for new patron support members. Gather all relevant data (patron, library, app review, and social media feedback), create presentations, and lead the quarterly feedback meeting for management. Perform additional business analysis as required by collaborating with the Analytics Department to create and run reports, dashboards, accumulating data, etc.