Customer Support Analyst

Are you a librarian or graduate with customer support experience looking for a new challenge? We are looking for someone with excellent communication and customer service skills, who enjoys problem solving and helping others, to join a Global Library Services Provider. You will be the first point of contact for their customers within their UK support team, handling calls regarding their systems and software. You will be using a variety of systems but you don't need a technical background for this role.  This is a full time role based in Sheffield.

Key duties:

• Offering 1st line support to their library customers
• Receiving and logging of support calls from customers via phone and email
• Make sure that user queries are answered in a timely fashion
• Advising and assisting customers in the operation of supported products
• Assistance as required in testing of software
• Ensure customer documentation is kept up to date and stored appropriately
• Escalate any technical queries to appropriate teams and departments
• Liaison with account managers and others in the company on customer status and satisfaction

Experience / skills required:

• Excellent communication skills are essential for this role
• Experience in a customer support role is required
• You will have good analytical and technical skills, and will also be adept at communicating functional and technical solutions to their users in non-technical language
• Strong organisational skills with the ability to manage a varied workload
• An understanding of academic publishing or experience of working in library sector is preferred
• A qualification in Information Studies or a related discipline would be extremely advantageous

For further information, please apply online or email a CV and salary expectations to clairecs@atwoodtate.co.uk

Contact:        Claire Carrington-Smith         

Tel:               01865 339 532                   

Applications ASAP, please

Atwood Tate embraces diversity and seeks to promote the benefits of diversity in all of our business activities and to develop a business culture that reflects that belief.  We welcome applications from all members of society irrespective of age, disability, sex, sexual orientation, colour, race, nationality, ethnic or national origin, religion or belief.