Product Support Specialist (Academic & Professional)

Job Description

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 is responsible for ensuring global partners are achieving success and consistent growth in product awareness and usage through exemplary support, training, and resources.
Responsibilities:

• Coordinate with team members within the Business Unit to support new product developments and existing product enhancements.
• Meet weekly with applicable Account Managers and Content Specialists to review accounts in each territory and discuss follow-up items and strategy for the week.
• Support remote employees and resellers with additional conference and meeting preparation, training, and general headquarter support.
• Work with territory team to address customer problems, identify root causes and derive solutions.
• Assist partners with questions and follow-up on product-related issues and requests to support OverDrive’s desire to build strong personal relationships with each partner.
• 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.
• Provide partners marketing and outreach resources / tactics to help partners increase product awareness and usage.
• Coordinate and / or complete website updates upon request, including the addition of new formats, services, and features.
• Manage the onboarding of new members to existing consortia.
• Audit partners’ websites and their OverDrive service to ensure they are leveraging curation tools and service features to maximize the end user experience.

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.