Product Support Specialist

2 days ago


Cleveland, Ohio, United States OverDrive Full time
Product Support Specialist

This role requires a strong support specialist to ensure global partners achieve success and consistent growth in product awareness and usage.

Key Responsibilities:
  • Coordinate with team members to support new product developments and existing product enhancements.
  • Meet weekly with account managers and content specialists to review accounts and discuss follow-up items and strategy.
  • Support remote employees and resellers with conference and meeting preparation, training, and general headquarters support.
  • Work with the territory team to address customer problems, identify root causes, and derive solutions.
  • Assist partners with questions and follow-up on product-related issues and requests.
  • Execute onboarding tasks in conjunction with the territory team, including hosting implementation calls and coordinating website development and authentication integration.
  • Provide partners with marketing and outreach resources to increase product awareness and usage.
  • Coordinate and complete website updates upon request, including adding new formats, services, and features.
  • Manage the onboarding of new members to existing consortia.
Requirements:
  • Bachelor's degree in a related field.
  • 1+ years of related experience in customer service, account management, project management, or library.
  • Strong communication skills, including written, verbal, and listening.
  • Foreign language proficiency preferred.
  • Detail-oriented with strong technical aptitude.
  • Organized and able to track and manage multiple projects working with a variety of individuals.
  • Computer proficiency in Microsoft Office Suite.


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