We are hiring in our Support Department!

by Jessie Zairo on Nov 19, 2024

Position: Support I

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 partner support requests, and providing best-in-class customer support while maintaining a positive and collegial working environment within the organization.

Key Responsibilities:

• Provide support for our partners through email, chat, and phone.
• Demonstrated ability to create SQL scripts
• Documentation and resolution of issues, with 80% of issues resolved on initial contact
• Proper escalation of issues to the correct teams through classification of issues.
• Support for ByWater Solutions supported software
• Up to ~5% travel
• Other duties as assigned

Preferred Qualifications:

• At least 1 year of customer service experience in the technology or library industry.
• At least 1 year of active use within an ILS during a recent role.
• Demonstrated knowledge of IT service procedures including ticket systems.
• Ability to work independently and also collaboratively across departments.
• Proven track record of providing customer satisfaction and building brand loyalty.
• Excellent communication and interpersonal skills.

To Apply

Salary: $59,000/Annually

Please send your resume and cover letter to HR@bywatersolutions.com.

This full-time, telecommuting (permanent) position requires working from home with approximately 5% travel. ByWater offers performance bonuses, 401k, medical, great pay, on-the-job skills training, and the chance to work with talented 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.