Technical Support Lead

Full-time, onsite.

Preference will be given to local candidates to the Toledo, Metropolitan area.

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 primary goal is to lead the support team and establish customer service standards, contribute to improving customer support, and provide feedback to internal teams. Review and report on reported errors, play failures, ILS messaging, and all patron and library feedback. Identify, analyze, and document problems and work with the testing team to resolve them.

Primary Duties and Responsibilities:

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

• Review Salesforce cases entered from patrons and determine if they are bugs or if enhancements are needed.
• 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.
• Confer with customers by telephone or email to provide information about products and services, cancel accounts, or to obtain details of complaints.
• Identify customers’ specific needs and recommend the best total solution for that customer.
• Identify, analyze, and document program defects or opportunities for improvement, such as questionable functionality, errors, bugs, inconsistencies, and user experience improvement.
• Analyze and report to the manager on trending issues related to play failures, reported errors, or patron feedback.
• Submit bug/improvement tickets according to established procedures.
• Review errors that are not cases.

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

• Refer unresolved customer issues to designated departments for further investigation.
• Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
• Respond to app reviews
• Review and compile comments, concerns, and suggestions from social media communications.
• Part of an on-call rotation for after-hours and emergency outage support.
• Monitor email inbox for hoopla Digital 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.

• Lead the patron support team.
• Continually work to improve our patron support communication process.
• Develop a training process for new patron support members.
• Gather all relevant data (patron, library, app review, and social media feedback), create presentations, and lead the quarterly feedback meeting for management.
• Perform additional business analysis as required by collaborating with the Analytics Department to create and run reports, dashboards, accumulating data, etc.
• Identify key performance indicators and set and monitor department goals.

Skills:

• Experience 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, and 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:

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

Preferred Experience:

• 4 years of 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.
• Ability to perform repetitive type tasks
• Must be able to view computer screens for long periods 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.