Product Support Specialist

Overview The Product Support Specialist (Public Libraries) responsibilities include onboarding new partners and delivering quality support by answering inquiries, troubleshooting product-related issues, and promoting best practices. This role is an integral part of a Territory Team who builds personal relationships with partners and collaborates to help them achieve success and consistent growth in product awareness and usage through excellent support, training, and resources. Responsibilities Build rapport with partners by providing timely, accurate, and empathetic responses to inquiries via email and phone. Serve as a product expert on OverDrive offerings by analyzing, diagnosing, researching, and resolving technical issues, and by advocating for partner feature requests. Ensure a positive onboarding experience by leading implementation calls, clearly communicating technical requirements, and coordinating partner training. Facilitate ongoing support while promoting product launches and enhancements, and consistently track and share partner feedback with internal teams. Collaborate with the Territory Team to review accounts and develop strategies that drive improved performance in support of strategic initiatives. Conduct partner audits to confirm libraries are effectively leveraging tools and features to increase awareness, usage, and overall patron impact. Identify opportunities for improvement, share targeted recommendations with both the Territory Team and partners, and report results. Maintain accurate and up-to-date partner information across Salesforce and other OverDrive databases to support effective account management and reporting. Qualifications Bachelor’s Degree in a related field preferred. 1–2 years of related experience with customer onboarding, support, and/or customer success Strong interpersonal, written, and verbal communication skills. Tech-savvy and eager to learn new technology systems, procedures, and skills. Organized, detail-oriented, and able to manage multiple tasks working with a variety of individuals. Familiar with Windows, Microsoft Office, Slack, Salesforce and Confluence. #J-18808-Ljbffr