Product Support Specialist

Product Support Specialist

Position at OverDrive

This position will require you to be in Cleveland, OH. We are in a hybrid schedule, 2 days on campus and 3 days WFH.

The Product Support Specialist responsibilities include ensuring global partners are achieving success and consistent growth in product awareness and usage through exemplary support, training, and resources. The Product Support Specialist manages the onboarding of new partners and providing quality support by answering inquiries, troubleshooting product-related issues, and advising on best practices.

Responsibilities:

• Answer partner inquiries via email and phone by serving as a subject-matter expert on OverDrive products. This includes fielding questions, analyzing and diagnosing technical issues, conducting research to resolve problems, reporting findings, and advocating for partner feature requests.
• Execute onboarding tasks in conjunction with the territory team, which may include hosting an implementation call, coordinating website development and authentication integration, marketing and promotional efforts, and scheduling staff training sessions.
• Meet regularly with dedicated territory team(s) to review accounts in each territory and discuss follow-up items and strategy.
• Work with territory team to address partner concerns, identify root causes and derive solutions.
• Support remote employees and resellers with additional conference and meeting preparation, training, and general headquarter support.
• Work with territory team on the successful completion and submission of tenders/proposals.
• Support new product developments and existing product enhancements.
• Provide partners marketing and outreach resources to increase product awareness and usage and assist with follow-up questions and follow-up on product-related requests.

Requirements:

• Bachelor Degree in related field.
• 1+ years of related experience (e.g., customer service, account management, project management, library).
• Strong communication skills (written, verbal, and listening).
• Foreign languages proficiency preferred.
• Detail-oriented with strong technical aptitude.
• Organized and ability to track and manage multiple projects working with a variety of individuals.
• Computer proficiency: Microsoft Office Suite.

What's Next:

As you've probably guessed, OverDrive is a place that values individuality and variety. We don't want you to be like everyone else, we don't even want you to be like us—we want you to be like you! So, if you're interested in joining the OverDrive team, apply below and tell us what inspires you about OverDrive and why you think you are perfect for our team.

OverDrive values diversity and is proud to be an equal opportunity employer.