Technical Support Specialist
Hyde Park Campus
567458055 Press Journals Subfill
About the Unit
The Journals Division of the University of Chicago Press publishes more than 80 scholarly journals that cover a wide range of disciplines. The Subscription Fulfillment department processes all orders for journal subscriptions and single article sales. It manages electronic access for customers and ensures delivery of print copies. It also manages subscriber information for the Chicago Manual of Style Online.
The Technical Support Specialist ensures that individual and library subscribers have seamless access to the online content of our scholarly journals. The specialist assists individual subscribers and librarians who have questions about how to access content and use features provided by the journals website. The specialist troubleshoots reported problems with accessing content and works with relevant IT staff to resolve them. The specialist assists with projects to improve the systems that manage subscriber data and provide services to subscribers. The successful candidate enjoys solving problems and learning new technologies.
The position is based at the University of Chicago's Hyde Park campus.
- Answers technical support emails and phone calls from customers throughout the day.
- Adds online authentication information received from libraries to our customer database.
- Configures the website hosting platform to provide access for new journals and product types.
- Reports hosting platform problems to our vendor and follows progress on resolution.
- Stays abreast of new features provided by our hosting platform and works with Press staff to ensure that we effectively utilize them.
- Assists librarians with utilizing online account management features (e.g. obtaining statistics on how many scholarly articles their patrons have accessed from our site).
- Acts as a resource on using hosting platform reporting functions (e.g. various web traffic reports) for other colleagues at the Press.
- Works with library discovery services to ensure that our journals are easily discoverable by library patrons.
- Troubleshoots technical problems with the fulfillment system that manages our customer data. Works with members of the Subscription Technology Team to develop and test solutions.
- Assists with planning and testing new features of the fulfillment system.
- Uses SQL queries to run special reports from our customer database and to run quality control checks.
- Strong analytical and problem-solving skills required.
- Strong written and verbal communication skills are required.
- Effective time management skills required.
- Excellent organizational skills with emphasis on detail and follow-through required.
- Excellent listening skills with the ability to empathize and focus on client service required.
- Ability to communicate technical information to a non-technical audience in a clear and coherent manner required.
- Ability to maintain strictest confidentiality when working with sensitive information required.
- Ability to demonstrate initiative in the resolution of problems required.
- Ability to work independently on long-term projects and in a team oriented, fast-paced environment required.
Education, Experience or Certifications:
- Bachelor's degree required.
- Two or more years in publishing or library science preferred.
Technical Knowledge or Skills:
- Microsoft Office (Word, Excel) required.
- Familiarity with Internet Protocol addresses required.
- Database and SQL query writing experience preferred.
- Experience using a CRM preferred.
- Experience using ticket tracking software preferred.
- Experience with online publishing platforms and/or content management systems preferred.
Working Conditions and Physical Requirements:
- Work requires presence in the office throughout the work week.
- Very occasional travel.
- Cover Letter
NOTE: When applying, all required documents MUST be uploaded under the Resume/CV section of the application.
Depends on Qualifications
Scheduled Weekly Hours
Job is Exempt?
Drug Test Required?
Does this position require incumbent to operate a vehicle on the job?
Health Screen Required?
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