BiblioCommons

Customer Support

• Triage, investigate, and respond to incoming support requests, identify trends, and share insights with the broader team
• Collaborate with Implementation Specialists and Library Engagement teams to understand priorities across a diverse customer base
• Troubleshoot and reproduce issues, documenting them clearly for Product and Engineering teams
• Provide guidance on best practices and help customers use our tools creatively and effectively
• Communicate thoughtfully and professionally with everyone from experienced Library IT staff to senior leadership at library systems
• Work closely with Customer Success, Product Managers, Developers, and QA to prioritize and resolve customer issues
• Contribute to internal knowledge-sharing through documentation, collaboration, and staying current with support best practices
• Create new internal documentation, particularly for emerging features and products
• Support ongoing library technical work such as ILS/server migrations, configuration updates, and library maintenance projects
• Participate in our Emergency On-Call rotation (with on-call compensation)

Product Support Specialist