ByWater Solutions
Partner Support Advocate
Department: Koha Support
Reports to: Head of Support
Job Overview:
ByWater Solutions is the leader in library automation systems customer support. Our highly personalized service empowers our partners to achieve their goals and meet the needs of their patrons and communities.
As a Partner Support Advocate, you are responsible for managing the support requests that come from our partners, providing the best-in-class customer support while maintaining a positive and collegial working environment within the organization.
Key Responsibilities:
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Provide support for our partners through email, chat, and phone.
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Documentation and resolution of issues, with 80% of issues resolved on initial contact
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Proper escalation of issues to the correct teams through classification of issues.
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Support for ByWater Solutions supported software
Preferred Qualifications:
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At least 1 year of customer service experience in the technology or library industry.
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At least 1 year of active use within an ILS during a recent role
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Demonstrated ability to create SQL scripts
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Demonstrated knowledge of IT service procedures including ticket systems.
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Ability to work independently and also collaboratively across departments.
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Proven track record of providing customer satisfaction and building brand loyalty.
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Excellent communication and interpersonal skills.
Salary: $45,000/Annually
Please send your resume and cover letter to HR@bywatersolutions.com
This is a full-time, telecommuting (permanent) position that requires working from home with minimal travel requirements. ByWater offers performance bonuses, 401k, medical, great pay, on-the-job skills training, and the chance to work with a talented group of team members.
ByWater Solutions, LLC is an equal opportunity employer and will provide equal employment opportunity to employees and applicants for employment and will not discriminate against employees or applicants based on race, ethnicity, religion, color, sex, pregnancy, national origin, age, military veteran status, ancestry, sexual orientation, gender identity or expression, marital status, family structure, genetic information, or mental or physical disability (and medical condition). ByWater Solutions participates in E-Verify.
