Product Support Analyst

The Library Corporation


Application Deadline

Open Until Filled


Not Specified


Denver, CO





Minimum Education

Not Specified

Library Experience


Supervisory Experience

Not Specified

Type of Library


This job is more than 3 weeks old or the application deadline has passed.

Job Description

This position is responsible for acting as the first point of contact for The Library Corporation’s (TLC’s) CARL•Solution and CARL.X systems customers. The ideal candidate will have a blend of library and technical experience, excellent problem solving and troubleshooting skills and the ability to work individually as well as part of a multifunctional team. This position requires extensive phone support combined with some in person support thus good communication and presentation skills and the ability to build rapport quickly are important. Working with customers who have varying levels of technical expertise, the successful candidate will be able to use problem determination, analysis, trouble shooting and documentation skills to resolve customer’s questions and concerns. This includes the follow up and closure of application software, hardware, server operating systems, third party products, peripheral equipment and internet connectivity issues. Responsibilities: •Receive calls and monitor incoming tickets, acting as primary point person for customer issues from report to resolution. Provide Tier 1 and 2 support and diagnostics for critical operational and application issues. Escalate tier 3 issues appropriately within the TLC office. •Investigate, analyze and solve issues reported by TLC clients, inclusive of software, hardware, network and peripheral equipment problems. •Provide system management operational support to TLC ASP customers •Participate in creation and maintenance of knowledge based documentation used for trouble resolution and training •Provide training, in person and remotely, for customers on processes and applications •Participate in pager rotation nights and week-ends •Assist in other system/operational/support projects as needed

Additional Info & Requirements

Other requirements: •Strong customer service skills and orientation •Excellent communication and presentations skills •Proven troubleshooting, problem solving and analytical skills •Technical aptitude and understanding of software, hardware and connectivity issues •Ability to gather and evaluate data, discern root causes and identify the possible wider impacts of an issue •Focus on objectives while being detail-oriented, working accurately under pressure •Self motivated, organizing own work, setting priorities and meeting critical time deadlines working independently as well as part of a team Library experience - 2 years of experience in any one of the following areas (desired): library circulation or library technical services, support or help desk Technical support - 6 months (desired)

The Community

TLC is an equal opportunity employer offering competitive salaries and benefits and a congenial work environment. If you have the personal and professional skills for this position and want to work in a rapidly growing enterprise that uses the latest technologies we invite you to send us your resume. This position will work with CARL customer accounts which are supported out of the office in Denver, Colorado.

HR Info

To apply, please email resume, cover letter and salary requirements to Cindy Jaye,

Posted Apr 5, 2011