Temporary Customer Support Specialist, Merrimack Valley Library Consortium, North Andover, MA

Posted April 8, 2021

Description:

The Temporary Customer Support Specialist is a team-oriented individual, responsible for assisting the
Collaborative Services Librarian in providing high-quality member support and consulting services to MVLC libraries. In addition to managing the MVLC Helpdesk/ticketing system, the Temporary Customer Support Specialist plays a key role in network communications and project-based administrative support. The Temporary Customer Support Specialist reports to the Collaborative Services Librarian. This is a three- month position expected to be available from May-July 2021.

Duties and Responsibilities

Member Support and Outreach
Helpdesk coordination:
– Serves as the first point of contact for member library staff, addressing questions and
concerns via phone, email, and in person.
– Manages the Helpdesk ticketing system, ensuring MVLC agents respond and resolve
tickets in a timely fashion and that behavior complies with the MVLC Customer Service
Policy and Helpdesk Best Practices.
– Provides after-hours phone coverage on nights and weekends on a rotating basis.

Communication & Outreach:
– Communicates effectively with coworkers and members of the MVLC community.
– Updates the member library-facing and staff-facing SharePoint site, ensuring that links
remain active and documentation current.
– Ensures that committee and user group minutes are posted to the SharePoint site
when released.
– Serves as a backup to the eContent Librarian to compile and send bi-weekly
communications to the member libraries.
– Add/edit event listings in MVLC’s events calendar (Assabet Interactive).

Project-based Administrative Support:
Provide administrative support to the Collaborative Services Librarian for the following annual
initiatives:
– Updating member library summer reading list pages in the Online Public Access
Catalog (OPAC).
– Compiling Fiscal Year 2021 statistical information to support member libraries with
their submissions to the Annual Report Information Survey (ARIS) and Financial Report.
– Conduct annual review of Office 365 accounts assigned to each member library to
identify changes, additions, or deletions.
– Conduct annual review of mailing lists hosted by MVLC on behalf of member libraries
to identify changes, additions, or deletions.
– Conduct annual review of library-specific SharePoint pages to ensure accuracy of staff
listings, library hours, and contact information.
– Updating MVLC Committee pages in SharePoint to reflect annual change in meeting
schedules and committee leadership.

The Customer Support Specialist performs other relevant duties as assigned.

Qualifications:
– BA/BS required; ALA accredited MLS/MLIS or equivalent a plus
– Strong customer service skills
– Positive attitude and flexibility
– Excellent oral, written, and interpersonal communication skills
– Demonstrated analytical and problem-solving skills
– Ability to multi-task and prioritize work
– Willingness to collaborate with colleagues and learn on the job
– At least two years of public library experience; experience at a circulation desk and managing
interlibrary loan preferred
– Competence working in PC environment
– At least two years of experience with automated systems or databases; experience with SirsiDynix
Symphony preferred

Rate:
23.88 to 26.52 per hour.

Work Environment:
General office environment with air conditioning and fluorescent lighting. The noise level in the
work environment varies. Moderate levels of stress may occur.

Physical Demands:
May spend extended periods at workstations performing tasks requiring eye-hand coordination,
finger dexterity, and extensive keyboarding and viewing of computer screens. Requires ability to
access, input, and retrieve information from a computer. Answer telephones and maintain
multiple files. Reasonable accommodations may be made to enable individuals with disabilities to
perform the essential functions.

How to apply:

Send cover letter, resume, and contact information for 3 references via email to Kristin Slater, Acting Executive Director, [email protected].