What We Do
LibLynx provides data services to the scholarly publishing and related industries. Our “digital plumbing” empowers organisations to manage the identity and access of their users while performing analytics on usage of their products and services. Analytics is a big part of our business and our COUNTER reports are used by tens of thousands of libraries across the world.
Our clients are diverse – ranging from complex global organisations through to small startups. Every implementation brings a unique blend of needs, systems, and processes. And all of them help advance and disseminate human knowledge.
As a niche player in a large industry, our success comes from acting at the leading edge and applying complex domain knowledge in an emerging space; we’re often the first to launch new services and innovations.
Our culture is innovative, collaborative, and empowering; we pool our skills and experience in a small yet powerful team. We value roles that are challenging and satisfying, and meet our desire to work on meaningful projects that make a difference to the world.
What You’ll Do
The Client Support Specialist will be responsible for managing client support requests, including liaising as needed with clients and LibLynx staff to resolve issues.
- Ticket Triage: Tagging and categorizing, initial triage and prioritization, managing spam tickets, discussing priorities with LibLynx team
- Ticket Management: Tracking and shepherding tickets throughout their life cycle, passing to and from clients and internal staff tracking billable work, closing tickets that linger
- Ticket Analysis: Review tickets, analyzing and spotting trends, report on ticket health overall (e.g., for company meetings)
You’ll join our lean, fully-remote collaborative team, primarily working day-to-day with Michelle and our clients.
You MUST have the following knowledge, skills, and abilities:
- Ability to work independently and organize information effectively
- Comfortable working with SaaS platforms and able to grasp new concepts quickly
- Communicates effectively about complex issues to non-technical staff
- Readily engages detailed and challenging problems with patience and persistence
- Familiarity with scholarly content and publishing, and accessing electronic resources
- Works to a flexible schedule, but will accommodate core hours US Pacific Time (10am-2pm) 5 days a week
You MUST have the following education and experience:
- Competent with using Google Suite and related productivity tools
- A Bachelor’s Degree in any field required (A Master’s in Library or Information Science is a plus!)
Hidden benefits
For the right candidate, this role will have the benefit of providing serious upskilling related to essential but little understood problems related to identity, access, and analytics in scholarly communications. We are not hiring for a traditional support specialist who focuses only on closing support tickets. We are looking for someone who is interested in digging into the technological “plumbing” that makes identity, access, and analytics work in publishing and libraries. The expectation is that you will acquire knowledge (and use it!).
To Apply
Send your resume and a personal introduction to careers@liblynx.com – we’ll be excited to hear from you!
(no recruiters or agencies)