Digital Library Support Specialist
Infotrieve is a global leader in providing information services and content management technology to businesses. For more than 20 years we have been providing corporate information centers, R&D facilities, and legal, business affairs and product professionals in more than half the Fortune 500 with a broad array of outsourcing services and software solutions.
The Digital Library (DL) Support Specialist is responsible for conducting the day-to-day duties required to deliver high-quality DL services. Primary duties of the DL Support Specialist are to provide front-line customer service for all DL end-users. This position will be based in Kenilworth, NJ.
Primary Responsibilities
· Support the management of the Digital Library (includes the integration of e-Journals, databases and information resources based on end-user needs)
· Maintain licensed materials in the Digital Library;set up and support administrative accounts
· Update e-resource access list containing log-ins, publisher contact information, and usage report URLs
· Work directly with publishers and vendors to troubleshoot all subscription access issues
· Update contact information and find appropriate landing pages for e-journals
· Provide Tier 1 "Help Desk" support; monitoring email and helpdesk ticketing accounts for user queries
· Handle incoming customer service phone, in-person, and email requests inquiries efficiently and professionally
· Assist with training users in utilizing all supported info resources and services
· Maintain a list of valid IP addresses for publishers/negotiators; communicate any changes to publishers
· Gather value and usage metrics on all products and services
· Access intra-/internet sites, email accounts and/or proprietary/subscription databases to process orders
· Provide assistance to clients on other library-related issues as needed and assigned
· Assist in the negotiation and implementation of subscription renewals and cancellations in a timely and cost effective manner
· Perform other duties as required
Knowledge and Skill Requirements
· Strong customer service orientation
· Proficiency using Internet and desktop software
· Excellent written and verbal communication skills
· Proven ability to multi-task and meet deadlines
· Strong organizational skills and attention to detail
· Capable of working independently as well as with a team
How to Apply
Please send resumes and transcripts to careers@infotrieve.com.
