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[InetBib] Stellenausschreibung Ex Libris Deutschland, Technical Support Analyst, Vollzeit unbefristet in Hamburg

At Ex Libris (a ProQuest company), we believe in the value of education and 
research. Our mission is to allow academic institutions to create, manage, and 
share knowledge. With better tools, our customers achieve their goals and 
further academic initiatives. Our products are in use in more than 7000 
customer institutions in more than 90 countries across the globe.

We are looking for a

Technical Support Analyst

to be part of the EMEA Support Team (with a special focus on the French 
speaking countries).

Position Summary:

The Technical Support Analyst is responsible for providing a first point of 
contact for all inbound customer enquiries and providing expertise to 
customers, distributors and internal stakeholders for Ex Libris flagship 
product Alma. The position's main purpose is to diagnose and resolve both 
technical and product functional inquiries or to handle implementation 

What do we offer?

-  Ideal starting position for young professionals and alumni with professional 
experience in library science / information science / information management / 

- This position is based in Hamburg, Germany, one of the top ten most liveable 
cities in the world, according to The Economist

- Opportunities to grow and to develop within the company

- Be part of a motivated and dedicated team

Duties and Responsibilities:

Responsible for proactive, seamless customer service in response to client 
service requests received via multiple channels (telephone, e-mail, or 
in-person visits) for assigned product family.

Work in close collaboration with other internal departments in assigned region 
to deliver exceptional service.

Investigate, report and document customer issues and/or enhancement requests. 
Ensure that both internal and external stakeholders are updated as appropriate.

Report queries, product defects and feature requests for resolution as 

Actively participates in product discussions, working closely with senior 
members of the team to optimize the customer experience.

Attend and report on product update or training sessions as assigned. Maintain 
current knowledge of products, processors and feature functionality.

Authors and maintain product support collaterals as needed to enhance product 
adoption and usage, including FAQ's, Technical Tips, technical/functional 
specifications, etc.

Collaborate with colleagues across teams to solve issues, improve time to issue 
resolution and streamline the overall customer experience.


Bachelor's degree and professional experience, or an equivalent combination of 
education and experience.

Fluent in French and English language skills; any other European language is an 

Understanding of HTML, CSS, web proxy, IP addresses.

Experience with library workflow tools such as OPACs, discovery layers, 
academic research tools and other bibliographic records systems.

Ability to learn new products quickly and to adapt to changes in delivered 

Strong analytical skills (system analysis, troubleshooting, debugging 
others/own code, etc.)

Strong organizational skills with an ability to work well under stringent 
deadlines and shifting priorities.

Ability to learn and adjust to new things very rapidly.

Self-starting, self-motivated, team player who has the ability to work 
independently as well.

Good interpersonal skills: gets along well with others.

Shares knowledge readily and recognizes own need to learn.

Ability to consistently follow predefined guidelines, protocols and procedures.

Ancillary Qualifications:

Qualifications listed below, while not necessarily a requirement for this 
position in each circumstance, provide additional depth and value to the role.

Proven skills with MS Office Suite.

Experience teaching or training others, especially in a technical context.

Experience using academic search engines.

Experience writing knowledgebase documentation.

Are you a proactive, analytical, independent & organized team player?
If so please use the link below to either apply or find out more.

Jan Hendrik Höltje
Tech Support Team Lead
 Ex Libris (Deutschland) GmbH, Tasköprüstrasse 1, D-22761 Hamburg
 Firmensitz: Hamburg, Handelsregister: Hamburg HRB 63 644, Geschäftsleitung: 
Ofer Mosseri, Larisa Avner
Folgen Sie uns auf Twitter: @ExLibrisEurope

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