www.infotrieve.com

Job Summary / Purpose

E-Resource Technician/Customer Relationship Representative is responsible for maintaining access to licensed electronic content and providing superior customer support to by managing inquiries in a professional, knowledgeable, and efficient manner. Provide responsive and competent first level telephone and e-mail support to customers. Assist customers in the use of Infotrieve products and services, including web applications. Utilize troubleshooting skills to resolve customer service problems.

Essential Job Functions

• IP Range Control: Maintain a list of valid IP addresses for publishers/negotiators; update changes to IP ranges with publishers; contact publishers when there is a global access problem
• Electronic Journal Maintenance:  Maintain the e-resource access list containing log-ins, publisher contact information, and usage report urls; work with Customer catalog er to add/maintain licensed materials in Customers catalog s; Set up administrative accounts, update contact information, find appropriate landing pages for e-journals
• Usage Statistics: Gather quarterly usage statistics from electronic vendors; enter into Usage Stats database
• Discovery Resolver Knowledge Base Maintenance: Add/maintain linking interface between databases/GDRS/publisher sites; run monthly reports for linking failure/success raw data; troubleshoot and fix document delivery requests that did not directly link; contact software vendors for linking problems.
• Customer Service for Infotrieve customers: Monitor and respond to emails and phone calls for both electronic access and general customer service issues. Prioritize and respond to customer inquiries while maintaining customer satisfaction in accordance with current service measurements.
• Logging/Resolving issues in ticket tracking system: Escalate irresolvable issues to senior co-workers and management. Ensure that customer account information is accurate and up to date. 
• Maintain knowledge of Infotrieve products/services: Educate and inform customers and colleagues.
• Identify growth/up-selling opportunities by knowledge of the customer’s business and related needs.
• Special Projects and Other Tasks: Assist Sr. Manager and colleagues, as assigned. 

Basic Knowledge Requirements /Qualifications

• Strong technical background and knowledge of open url, digital object identifier (DOIs), HTML, & XML.
• Strong learning skills in technology environment. Proficiency with computers, MS Office applications.
• 2-5 years previous library/customer service experience preferred.
• Excellent communication skills for communicating effectively with professional clientele.
• Strong aptitude for problem solving and follow through on issues.
• Flexibility and teamwork are critical. We are a growing company and need employees who can adapt in a constantly changing environment.

Please submit all resumes to careers@infotrieve.com

or contact Human Resources at (203) 423-2153.