Product Support Specialist

3 weeks ago


Cleveland, Ohio, United States OverDrive Full time
Job Summary: We are seeking a highly skilled Product Support Specialist to join our team at OverDrive. As a Product Support Specialist, you will play a critical role in ensuring the success of our global partners by providing exemplary support, training, and resources to help them achieve 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 strategy.
  • Support remote employees and resellers with training and general headquarters support.
  • Work with the territory team to address customer problems and derive solutions.
  • Assist partners with product-related issues and requests.
  • Execute onboarding tasks, including hosting implementation calls and coordinating website development.
  • Provide marketing and outreach resources to partners.
  • Coordinate website updates and manage the onboarding of new members to existing consortia.
  • Audit partners' websites and OverDrive services to ensure they are leveraging curation tools and service features.
Requirements:
  • Bachelor's degree in a related field.
  • 1+ years of related experience.
  • Strong communication skills.
  • Foreign languages proficiency preferred.
  • Detail-oriented with strong technical aptitude.
  • Organized and able to track multiple projects.
  • Computer proficiency in Microsoft Office Suite.


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