OverDrive
Product Support Specialist
Edtech.com's Summary
OverDrive is hiring a Product Support Specialist to support global partners by delivering product training, troubleshooting issues, and managing onboarding processes. The role includes coordinating with territory teams to enhance product usage and support marketing efforts.
Highlights
- Provide expert support on OverDrive products via email and phone.
- Manage onboarding of new partners including implementation calls and training sessions.
- Collaborate with territory teams to review accounts and develop strategies.
- Address partner concerns by identifying root causes and proposing solutions.
- Support remote employees and resellers with training and event preparation.
- Assist with tenders and proposals completion alongside territory team.
- Contribute to new product developments and enhancements.
- Provide marketing and outreach resources to increase product awareness and usage.
- Require Bachelor’s degree and minimum 1 year related experience in customer service, account or project management, or library field.
- Technical proficiency with Microsoft Office Suite and strong communication skills required; foreign language proficiency preferred.
Product Support Specialist Full Description
Product Support Specialist
Global Libraries & Education Cleveland, Ohio
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
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:
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 partnersmarketing and outreach resources to increase product awareness and usageand 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.
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