Customer Support Analyst

The role

You and your colleagues will be providing first line support for our customers as part of our UK Customer Support Team, handling support tickets from the OCLC user community for OCLC’s cloud-based systems. We pride ourselves on delivering excellent customer service, with demonstrable levels of customer satisfaction and strong performance against our service level agreements.

Main Responsibilities

• Receiving and logging support calls from EMEA-based customers via email, web chat, and phone using our online call management system (Zendesk).
• Communicating with customers and staff in other departments within OCLC in order to progress support calls.
• Investigation of customer problems and management of support calls to closure.
• Representing the Support team on new WorldShare Management Services (WMS) customer projects, including responsibility for e-resources and general project support.
• Embracing new tec...