Technical Support Specialist
University of Chicago
The Journals Division of the University of Chicago Press publishes more than 80 scholarly journals that cover a wide range of disciplines. The Subscription Fulfillment department processes all orders for journal subscriptions and single article sales. It manages electronic access for customers and ensures delivery of print copies. It also manages subscriber information for the Chicago Manual of Style Online.
About the Department
The Technical Support Specialist ensures that individual and library subscribers have seamless access to the online content of our scholarly journals. The specialist assists individual subscribers and librarians who have questions about how to access content and use features provided by the journals website. The specialist troubleshoots reported problems with accessing content and works with relevant IT staff to resolve them. The specialist assists with projects to improve the systems that manage subscriber data and provide services to subscribers. The successful candidate enjoys solving problems and learning new technologies.
The position is based at the University of Chicago’s Hyde Park campus
Answers technical support emails and phone calls from customers throughout the day.
Adds online authentication information received from libraries to our customer database.
Configures the website hosting platform to provide access for new journals and product types.
Reports hosting platform problems to our vendor and follows progress on resolution.
Stays abreast of new features provided by our hosting platform and works with Press staff to ensure that we effectively utilize them.
Assists librarians with utilizing online account management features (e.g. obtaining statistics on how many scholarly articles their patrons have accessed from our site).
Acts as a resource on using hosting platform reporting functions (e.g. various web traffic reports) for other colleagues at the Press.
Manages our relationship with discovery services to ensure that our journal metadata is catalogued correctly by library systems.
Troubleshoots technical problems with the fulfillment system that manages our customer data. Works with members of the Subscription Technology Team to develop and test solutions.
Assists with planning and testing new features of the fulfillment system.
Uses SQL queries to run special reports from our customer database and to run quality control checks.
Analyses requests for online access by examining subscription records and appropriately applying licensing policies.
Support includes email accounts, connectivity issues, operating system problems, spyware/virus removal; as well as support for various enterprise applications and a variety of desktop software packages. Writes support documents for common problems and questions to be maintained in the IT Services Knowledge Base.
Tracks issues to resolution updating the internal knowledge base and/or communicating findings with relevant business units. Follows workflows for escalations when escalating problems to appropriate support groups through the IT service management system. Escalates more involved incidents to the appropriate service owner or problem manager. Combines related incidents that have become problems and address or escalate those holistically.
Performs other related work as needed.
Education:Minimum requirements include vocational training, apprenticeships or the equivalent experience in related field (not typically required to have a four-year degree).
Two or more years in publishing or library science.
Technical Skills or Knowledge:
Microsoft Office (Word, Excel).
Familiarity with Internet Protocol addresses.
Database and SQL query writing experience.
Experience using a CRM.
Experience using ticket tracking software.
Experience with online publishing platforms and/or content management systems.
Strong analytical and problem-solving skills.
Strong written and verbal communication skills.
Experience managing time effectively.
Excellent organizational skills with emphasis on detail and follow-through.
Excellent listening skills with the ability to empathize and focus on client service.
Communicate technical information to a non-technical audience in a clear and coherent manner.
Maintain strictest confidentiality when working with sensitive information.
Demonstrate initiative in the resolution of problems.
Ability to work independently on long-term projects and in a team oriented, fast-paced environment.
Hybrid - Presence in the office required at least two days a week.
Very occasional travel.
Cover Letter (preferred)
When applying, the document(s) MUST be uploaded via the My Experience page, in the section titled Application Documents of the application.
Scheduled Weekly Hours
Drug Test Required
Health Screen Required
Motor Vehicle Record Inquiry Required
The University of Chicago is an Affirmative Action/Equal Opportunity/Disabled/Veterans Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national or ethnic origin, age, status as an individual with a disability, protected veteran status, genetic information, or other protected classes under the law. For additional information please see the University's Notice of Nondiscrimination.
Staff Job seekers in need of a reasonable accommodation to complete the application process should call 773-702-5800 or submit a request via Applicant Inquiry Form.
We seek a diverse pool of applicants who wish to join an academic community that places the highest value on rigorous inquiry and encourages a diversity of perspectives, experiences, groups of individuals, and ideas to inform and stimulate intellectual challenge, engagement, and exchange.
All offers of employment are contingent upon a background check that includes a review of conviction history. A conviction does not automatically preclude University employment. Rather, the University considers conviction information on a case-by-case basis and assesses the nature of the offense, the circumstances surrounding it, the proximity in time of the conviction, and its relevance to the position.
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