BiblioCommons

Product Support Specialist

BiblioCommons

full-time

Posted on:

Location Type: Remote

Location: Canada

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Salary

💰 CA$55,000 - CA$70,000 per year

About the role

  • 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)

Requirements

  • Previous library experience, especially in technical services, ILS admin, IT, or web services
  • Experience working with library vendors, SaaS platforms, or complex technical products
  • Knowledge of Sierra, Polaris, Symphony, Horizon, Evergreen ILS preferred
  • Proficiency in library cataloging processes such as mapping, familiarity with MARC, etc.
  • A strong customer service mindset and the ability to set clear expectations with confidence and empathy
  • Curiosity and a love for problem-solving across both technical and non-technical contexts
  • Outstanding written and verbal communication skills
  • Empathy and a customer-first perspective, coupled with the ability to navigate internal stakeholders to reach the right solution
  • Excellent diagnostic and analytical skills, including the ability to spot patterns and escalate issues when needed
  • Eagerness to close tickets and manage your ticket backlog
  • A passion for learning new technologies
Benefits
  • A competitive salary, plus benefits
  • Company-wide bonus plan
  • Generous health benefits package
  • Flexible working hours
  • An extra day off on your birthday
  • Support through peer mentoring, career development plans, and tuition reimbursement opportunities
  • An opportunity for professional growth where great work is recognized and rewarded
  • A chance to put your experience to work to serve and support libraries worldwide
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
ILS administrationlibrary catalogingMARCSierraPolarisSymphonyHorizonEvergreen ILStroubleshootingdocumentation
Soft Skills
customer servicecommunicationempathyproblem-solvinganalytical skillscollaborationcuriosityorganizational skillsleadershipadaptability