Member Services Support Associate North of Boston Library Exchange NOBLE

Massachusetts Board of Library Commissioners
US - Massachusetts - Danvers
July 1, 2024

Member Services Support Associate, North of Boston Library Exchange (NOBLE) (Danvers) The Member Services Support Associate is a team-oriented individual providing high-quality customer support to NOBLE member library staff and assisting the NOBLE training program.

Essential Functions
Communicates with and provides quality customer service to member libraries.
Acts as primary Helpdesk coordinator by receiving, evaluating, referring and/or resolving telephone, in-person, and electronic support requests. Escalates unresolved problems to the appropriate NOBLE support staff.
Provides tier-one support to member libraries for NOBLE-provided services, with a focus on circulation and holds, Google Workspace, and electronic resources; keeps library staff informed of status; and maintains records. Performs routine batch updates to items, patrons, and records.
Handles library staff account management in Evergreen, Google Workspace, Overdrive, and other NOBLE-provided services.
Works with the Commonwealth Catalog to resolve problems, open tickets, provide information and update users as needed.
Maintains a thorough knowledge of the Evergreen system and participates in basic training, implementation and troubleshooting.
Assists with software improvements by testing new features, bug fixes and releases.
In coordination with the Member Services Manager, produces and distributes documentation for library staff and updates the Staff Information System.
Contributes to the Evergreen community, including bug reporting, bug testing, documentation, and participation in virtual community events.
Upholds the policies of NOBLE.

Non-essential job duties
Analyzes trends in support requests to assess the effectiveness of recommended workflows and identify areas for further training and/or documentation.
Serves as a liaison to library circulation departments, consulting on settings and making changes as needed. Attends Circulation Roundtable and Resource Sharing Working Group meetings.
Performs special projects and other related duties as required, directed, or as the situation dictates.
Qualifications Minimum Qualifications
Four-year college degree or equivalent experience.
Minimum of three years related experience.
Experience working with a library management system.
Familiarity with Google Workspace applications (Docs, Sheets, Slides, Forms, etc.)
Proven customer service skills and orientation.
Strong technology skills.
Proven ability to work as a member of a team.
Ability to be self-motivated, to exercise initiative and independent judgment, to solve problems with minimal assistance, and to prioritize tasks in a busy support environment.
Excellent written and verbal communication skills. Able to effectively present information one-on-one or in a small group.
Strong organizational skills and attention to detail.
Preferred Qualifications
At least three years working in a library environment.
Experience working with the Evergreen Integrated Library System.
Familiarity with WordPress or other content management systems.
Full/Part Time Full Time
Education BA/BS
Salary Range $50,700.00- $61,684.00 /year Back to Job Listings Member Services Support Associate, North of Boston Library Exchange (NOBLE) (Danvers) The Member Services Support Associate is a team-oriented individual providing high-quality customer support to NOBLE member library staff and assisting the NOBLE training program.

Salary Range $50,700.00- $61,684.00 /year Closing Date How to Apply Please send cover letter and resume to *** by July 16, 2024.

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Posted 2024-06-18 | Quick link to this job
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