Patron Support Technician

For over 30 years, Midwest Tape has served libraries and their patrons with unparalleled access to the best content available in the media world. Our digital offering, hoopla Digital, combines the media and library expertise of Midwest Tape with the latest in web and mobile technology, delivering an all-in-one experience to the library world. As hoopla continues to grow on a global scale, we are expanding our team.

At Midwest Tape, we know our people are the reason for our success. We value our employees and believe in empowering them to help them thrive. We offer competitive pay and benefits, a healthy work/life balance, and appreciation for a job well done.

Position Summary:

The Patron Support Technician is responsible for providing hoopla technical support by responding to patron emails and phone calls. The technician’s role is to answer, gather, and organize customer feedback from our digital (hoopla) patrons.

Primary Duties and Responsibilities:

To perform this position successfully, an individual must fulfill the knowledge, skill, and/or ability requirements listed below.

1. Review Salesforce cases entered from patrons and determine if they are bugs or if enhancements are needed.
2. Manage and answer Salesforce bug and feedback cases entered from patrons in a timely and professional manner, including but not limited to the platform, applications, websites, supported devices, content, etc.
3. Confer with customers by telephone or email to provide information about products and services, cancel accounts, or to obtain details of complaints.
4. Identify customers’ specific needs and recommend the best total solution for that customer.
5. Identify, analyze and document program defects or opportunities for improvement, such as questionable functionality, errors, bugs, inconsistencies and user experience improvement.
6. Analyze and report to manager on trending issues related to play failures, reported errors, or patron feedback.
7. Submit bug / improvement tickets according to established procedures.
8. Review errors that are not cases.

• Involved in all hoopla feedback and training meetings.
• Keep library and patron help pages up to date.

1. Refer unresolved customer issues to designated departments for further investigation.
2. Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
3. Respond to app reviews
4. Review and compile comments, concerns and suggestions from social media communications.
5. Part of on call rotation for after-hours and emergency outage support.
6. Monitor the hoopla Digital email inbox and respond to library patron/library needs as scheduled:

• Weekdays – Mon -Fri 8:30am to 5pm
• Evenings - Mon -Fri 5pm – 10pm
• Weekends 2-4 days per month –Sat & Sun on the hour 10am – 10pm

Skills:

• Experience at working both independently and in a team-oriented, collaborative environment.
• Self-directed with the ability to work with minimal supervision and meet goals
• Effective communication skills, both oral and written, including the ability to communicate technical issues
• Knowledge of proper grammar, spelling, and punctuation.
• Must be an active listener - Giving full attention to what other people are saying, taking time to understand the points being made, and asking questions as appropriate.
• Must be detail oriented, accurate, have excellent organization and excellent follow-up skills.
• Must possess problem solving abilities.
• Advanced knowledge of devices and web browsers, as well as web platforms to assist in testing
• Advanced knowledge of current technology as well as upcoming technology
• Advanced Computer skills, including Microsoft Office 365 with particular emphasis on MS Excel abilities including filtering and sorting.

Preferred Education Requirements:

• Associates or Bachelor’s Degree in Business or computer science, related field or equivalent experience.

Preferred Experience:

• 2 years previous customer service or tech support experience
• Familiarity with website design
• Familiarity with the tools, concepts, and methodologies of website / mobile application testing.

Physical Requirements/Work Environment:

The work environment characteristics and physical demands described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Evening & weekend work is required.
• Ability to regularly sit for extended periods of time.
• Ability to perform repetitive type tasks.
• Must be able to view computer screen for long periods of time daily.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, and other devices and objects.
• Physically able to participate in training sessions, presentations, and meetings.

Benefits:

• Medical, dental, & vision insurance
• 401k + match
• Profit sharing
• Paid vacation and personal time
• Flex time
• 10 paid holidays
• Company performance bonus
• Holiday bonus
• Training & career development opportunities

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.