Client Services Coordinator, Born Digital, Inc., (Remote)

Posted August 22, 2024

About Born-Digital

Born-Digital, Inc. is a full-service open-source digital repository developer specializing in two Drupal-based digital asset management systems: “Islandora” and “Archipelago.” We work with academic libraries, museums, galleries, and other cultural heritage organizations to make their collections available to the world.

Born-Digital Justice, Equity, Diversity, and Inclusion Commitment Statement

Born-Digital will honor the experiences, perspectives, and unique identities of our employees, clients, and colleagues in the open-source digital repository community. We are passionate about creating and maintaining community and working environments that are inclusive, equitable, and welcoming. We are proud to build software that champions access and accessibility.

Position Overview

We are seeking a collaborative, organized, and technologically adept Client Services Coordinator to provide outstanding customer support to our contracted Islandora site maintenance clients. If you are:

a creative problem solver who is able to prioritize multiple tasks and deadlines;
an effective communicator (particularly when navigating between different levels of technological literacy); and
excited at the prospect of helping us scale up our client support and success efforts

then we’d love to hear from you! This position reports to the Accounts & Project Lead and will work closely with colleagues at Born-Digital in all functional areas.

We are looking for a full-time (5 days a week, 8 hours a day including a 1-hour paid lunch), permanent hire. This position requires availability during the majority of our regular business hours which are Monday through Friday, 9am to 5pm Eastern Time. Born-Digital maintains an office in Western Massachusetts, but we welcome remote or hybrid candidates who can work synchronously with the rest of the team during the majority of our normal business hours. We believe in maintaining a healthy work-life balance for our team, with options for flexible scheduling. Unfortunately, we are unable to sponsor any work visas at this time.

Salary expectations: $65-75,000 USD, depending on experience. Please see the Benefits section below for more information.

To Apply:

Please send an email to: [email protected] with your resume and a cover letter of no more than one page that helps us understand why you’d like to work for Born-Digital and how your prior work experience has prepared you for this role. Please apply by September 6th, 2024, for first consideration. Note that finalists for this position will be expected to provide at least two recent supervisory references who can speak to the requirements and expectations of this role.

Team Expectations:

Effectively collaborate and communicate with clients and teammates to achieve outstanding customer service and support.

This includes:

Professional, empathetic, and timely interactions via email, our ticketing system, Slack, and video calls
Attending and participating in internal sprint ceremonies and regular operations/production meetings
Maintaining team best practices for documentation, task management, and release cycles

Role Expectations:

Client Support and Help Desk:

Respond to and route all incoming support requests from clients and internal team:
- Record problems, questions, and resolutions in our ticketing system
- Perform remote troubleshooting through diagnostic techniques and by asking pertinent questions
- Execute smaller technical fixes yourself or elevate to Accounts & Project Lead or other teammates as appropriate
- Ensure follow-up and resolution for clarity and team coherence
Work with our Project Managers/Consultants, Software Developers, and Sales staff to determine and define feature development requests, including requirements-gathering, user stories, and ticket and task creation
- Apply technical expertise and domain knowledge to ensure client requirements are fully realized and communicated
Create and help maintain our knowledgebase, client documentation, and self-help materials
- Help support Born-Digital’s transition to a new help desk and service management system
- Work closely with teammates to help onboard new maintenance & support clients
Leverage our service management, code repository, and project management systems to ensure outstanding client satisfaction, communication, and support

Release and Monthly Maintenance Support:

Support scheduling of Drupal and server maintenance updates, releases, and other staging & production site deploys to ensure minimal client interruptions
Conduct post-release site testing and quality-assurance checks as needed
Conduct initial quality assurance and testing on bug fixes and feature implementations as needed

Renewals and Invoicing/Sales and Marketing:

Work with Sales, Accounting, and Project Managers to maintain, track, and execute monthly invoicing, annual renewals, and other contract needs
Support sales and marketing efforts as time allows, including:
- Newsletter creation and distribution
- Social media account management and content creation
- Creation of product specs and use cases for our website

Required Skills and Experience

At least two years of related experience, preferably within a web services or technology-centered environment: project or accounts management, customer support or success, library help desk, or IT support
Demonstrated ability to stay organized and effectively manage multiple client interactions and requests with competing deadlines in a fast-paced environment
Demonstrated proficiency in site administration/configuration with a CMS (content management system) such as Drupal, WordPress, or Joomla, and/or proficiency managing databases or datasets. Developer experience is NOT required.
Demonstrated ability to collaborate successfully as part of a team
Familiarity with support or help desk ticketing and/or project management systems
Excellent English-language communication skills, including:
- The ability to clearly and concisely convey (and understand) technical information both in writing and verbally
- Writing documentation for both internal and external (client) use
- The ability to listen actively and adapt your communication style to suit different purposes and outcomes
An understanding of open-source software communities and practices, or knowledge/experience with similar library technology communities of practice
Ability (and eagerness) to learn new skills on the job

Desired Skills and Experience

While the following skills and experience aren’t required, we are especially interested in candidates with some or all of these, or who express an interest in learning them on the job:

Knowledge of library, museum, or archives digital collections development practice
Knowledge of and experience working with digital asset management and repository systems
Familiarity with a range of metadata standards/ontologies, metadata harvesting protocols, and Linked Data concepts, especially in the cultural heritage domain
Experience working with scripting languages and/or tools for metadata manipulation and transformation (e.g., OpenRefine, Python, XSLT, etc.)

Benefits and Compensation

This position supports fully remote, hybrid, or fully in-person work. Our team works together from across the United States and Canada, with several of us located in Western Massachusetts who come into the office on a regular basis. Remote-only candidates must be able to overlap with the majority of our local working hours of 9am to 5pm Eastern.

Holidays and Vacation: 11 company holidays plus the extra days between Christmas and New Year’s Day off, plus 4 weeks of paid vacation
For US Employees:
- Retirement: 100% 401k match up on contributions to 3% of salary; 50% of contributions 3.01-5% of salary
- Health Plan: Aetna health Insurance plans offered via our PPO, Justworks. Employer contributions of $300-500/mo depending upon plan
- Ancillary Benefits: Free short- and long-term disability, as well as free life insurance up to 1x salary, capped at $100k
For non-US Employees:
- Retirement: This benefit is not available for non-US employees other than mandatory retirement contributions as required by country
- Health Plan: Similarly costed benefits may be available for non-US employees
- Ancillary Benefits: Varies depending on the country of residence
Flexible Scheduling: We value a healthy work-life balance and support a flexible approach to daily work schedules
Equipment: We will provide you with all necessary equipment to do your work (laptop, external monitor, keyboard, etc.)
Travel: Occasionally we ask staff to travel to represent Born-Digital at relevant conferences. Work travel will be covered.
Compensation: $65-75,000 USD based on experience