Technical Support Specialist

Technical Support Specialist

  • Full Time
  • Remote

What is The Library Corporation?

Since 1974 The Library Corporation (TLC) has committed to providing an outstanding and unexpected level of service to its customers. Moving from Microfiche to CD-ROM to SaaS, TLC has set the standard in the library software industry. TLC’s Client Services Department has spent decades building the relationships and level of trust that make TLC customers loyal customers. As valued members of the TLC Team, Support and Software Technicians are key influencers in the Development Roadmap as well as on the ground workflow development. This is a multi-departmental position and reports directly to the Director of Operations and Client Services Manager. It includes opportunities for education and advancement.

What does this job do?

This key position covers aspects of both Implementation and Technical Support. Among the responsibilities is software deployment to new customers and upgrades to current customers, as well as working to diagnose and resolve technical issues escalated from Support for the LibrarySolution library management system and peripherals. This position works in partnership with the Software Upgrade Technician in Product Implementation and the Principal Technician in Client Services.

Responsibilities are:

  • Serve as an additional point of contact for customers seeking technical assistance over the phone or internal ticketing system.
  • Working with Support, Implementation, DevOps, Product Development, and IT as well as other departments to solve issues.
  • Work with customers and their third-party vendors and IT departments as needed to solve customer issues.
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions.
  • Provide accurate information on TLC products or services.
  • Openly share ideas, thoughts, and opinions in a constructive manner to contribute to improve the quality and integrity of our process and products.
  • Thrive as a team player in a fast-paced, high-energy, change-oriented environment.

What kind of experience is needed?

Technical expertise in automation software, databases, and peripherals and the ability to communicate effectively to understand a problem and explain its solution in both technical and non-technical terms.

Especially…

  • Experience effectively troubleshooting and diagnosing problems with computers, software, and peripheral devices.
  • Working knowledge of Windows O/S, web browsers, and Windows server O/S:2008/2012/2016; MAC OS client is a plus.
  • Knowledge of HTML coding and administration of Internet Information Server is a plus.
  • Experience troubleshooting networking issues and working knowledge of TCP/IP troubleshooting utilities.
  • Must have a basic understanding of DNS and DHCP.
  • Knowledge of Oracle, configuration, and basic database management skills.
  • Experience working with physical and virtual servers and the corresponding tools.

Who we are looking for

A driven, self-motivated, and critical thinker with a willingness to learn who also enjoys solving problems, sharing knowledge, and working with others with various levels of expertise. Someone who is able to think on their feet, work under pressure, and above all understands that customers and team members depend on them to do their job efficiently and on time.

Especially…

  • Attention to detail and good problem-solving skills individually and in a team environment.
  • Active listening skills and the ability to critically evaluate problems.
  • Ability to learn quickly and apply that knowledge to various situations.
  • Ability to follow processes yet able to adapt in unexpected situations.

Minimum Requirements:

  • Strong customer service background and/or proven ability to communicate effectively.
  • Internet connectivity capable of handling a virtual working environment.
  • IT or Computer certifications or degree.
  • Experience troubleshooting networking issues and working knowledge of TCP/IP troubleshooting utilities.

What would set an applicant above others?

  • A library or education background or experience supporting technology in a library or education environment.
  • Knowledge of school and/or public library operations, especially cataloging.
  • Knowledge of library management software.
  • Knowledge of basic SQL configuration and queries.
  • Experience with deployment of software solutions and Oracle Patches.

Not required, but desirable:

  • Library certification or degree
  • Project Management experience or certification
  • Experience with library management software

Package & Perks

The successful candidate is supplied with a computer and relevant equipment necessary to get the job done. And we don’t micro-manage. We are a trusting but supportive team that just delivers.

Everyone around you works hard.

We promise, above all, to be nice people to work with.

How We Work

We are currently fully remote, with a view to moving to a hybrid model when appropriate. We expect to meet physically at key times in the year, focused on making these sessions a highly effective use of everyone’s time. Day-to-day, we intend to support a virtual environment, meaning this opportunity is open to applicants anywhere in the United States.

TLC customers are located across the United States and Canada as well as Southeast Asia. Hours may vary depending on the candidate’s location.

TLC is an equal opportunity employer offering competitive salaries and benefits and a congenial work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or status as a protected veteran. Background checks are performed for all prospective employees. If you have the personal and professional skills for this position and want to work in a rapidly growing enterprise that uses the latest technology, we invite you to send us your resume and salary requirements.

To apply for this job email your details to apply@tlcdelivers.com

Justin Larsen Larsen



Scroll Up