Partner and User Support Specialist job vacancy in ITHAKA – Jobs in Michigan

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Job Details
Company Name : ITHAKA
Company Location : Ann Arbor, MI
Job Position : Partner and User Support Specialist
Job Category : Jobs in Michigan

Job Description :

ITHAKA’s mission is to expand access to knowledge and education around the world. Our services — Artstor, JSTOR, Portico, and Ithaka S+R — enable people everywhere to learn, to grow, and to overcome historical barriers to education. In carrying out our mission, as employees we feel a deep responsibility to each other and our well-being, and are committed to building and sustaining a diverse, equitable, and inclusive workplace.

The Role

ITHAKA is seeking a Partner and User Support Specialist to help users get the most out of our products and services. In this role, you will support the features and functionality of JSTOR and Artstor. These platforms make research materials available to millions of learners around the world.

Our team connects with students, librarians, and researchers to offer support via phone, email, and live chat. We are experts in all areas of the products we support. We troubleshoot potential bugs, document feature requests, and collaborate with one another on special projects. Doing what is in the best interest of the user is at the heart of what we do. We’re constantly learning and improving our approach to ensure high customer satisfaction.

Sure, you’ll be handling a lot of emails and phone calls in this role, but support is so much more than grinding through a queue. This is a real problem-solving job. As part of our team you’ll likely get involved with a bit of everything. You’ll have influence in determining how best to contribute your talents and skills. There’s room for innovation when it comes to better serving our users. We care about your professional development and career goals. We offer opportunities for training as a support professional that will serve you for years to come.

What do we need you to bring? A mix of compassion, communication skills, and technical knowledge that help you solve user problems. You’re patient, an active listener, and you’re naturally curious with a strong desire to learn. You value your work ethic and take initiative and ownership to see things through to completion. You aren’t scared of a challenge. When you don’t know something, you embrace the chance to grow and get better.

Please note: candidates must be available to work 8:30 AM to 5 PM EST.

Responsibilities

  • Document, triage, and track customer queries using tools such as Zendesk, JIRA, SugarCRM, and others.
  • Troubleshoot and resolve a wide range of user reported issues and manage user accounts and access.
  • Identify and diagnose user problems and escalate to product teams when appropriate.
  • Meet service standards for customer satisfaction (CSAT) and responsiveness to the 45,000+ user queries our team receives each year.
  • Maintain a working knowledge of the features and functionality of ITHAKA products and platforms.
  • Partner with other teams to represent Support and our end users in organizational discussions,
  • Create support content that is accurate, engaging, and easy to understand.

Experience and Skills

  • Motivation and passion for delivering exceptional service.
  • Exceptional interpersonal skills with a demonstrated ability to collaborate with a team.
  • Detail-oriented with excellent analytical and problem-solving skills.
  • Demonstrated technical/web literacy and proficiency in MS Office Suite or GSuite.
  • Ability to learn and comprehend complex product functionality and new concepts.
  • Sound organizational skills with an ability to work well under deadlines and shifting priorities.
  • Proven project and time management skills with a demonstrated ability to work unsupervised.
  • Able to communicate in a professional and friendly manner.

Compensation & Benefits

At ITHAKA we believe in openness and equity. Part of living those values is our commitment to clarity about salary, so candidates know what to expect. The pay range for this position is $45,000 – $50,000 per year. Base pay may vary with job-related knowledge, skills, experience, market location, and geography. Our total compensation package includes a no-cost health insurance premium option, an employer-funded retirement plan, and a generous paid time off program for all benefits-eligible staff.

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Work for ITHAKA

We are committed to our organizational values of belonging, evidence, speed, teamwork, and trust. We take inclusion seriously. Belonging is one of our core values, and it shows in our vibrant culture. People from a wide range of backgrounds work at ITHAKA, and we believe that unique perspectives help us realize new insights and build better solutions.

We want to work with people who are passionate about ideas like these and who wish to contribute their perspectives and talents to ITHAKA’s mission. We enthusiastically welcome applications from people of all underrepresented backgrounds and credentials. We want to hear your story and include your perspective in the transformative work we aim to do.

Learn more about Working at ITHAKA.


Apply Now:

Candidates may apply by submitting an application online through our career site, if you have any questions about your application, please contact us at [email protected] ITHAKA is committed to providing reasonable accommodations, if there’s anything we can do to accommodate any portion of the application or hiring process, please contact us at [email protected]

We are proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants receive consideration for employment without regard to race, color, sex, national origin, gender identity, sexual orientation, age, religion, domestic violence victim status, veteran status, disability, history of disability or perceived disability, or other status protected by law.

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