Partner Support Advocate

Description

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.

Requirements

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.