Customer Support Specialist - Asia Pacific (Information Technology)

You have a life. We like that about you.

At OCLC, we believe you'll do the best work of your life when you're living the best life possible.

We work hard to build the technology that connects thousands of today's libraries. But we also work hard to make a job at OCLC a meaningful part of a balanced life- not a substitute for one.

The Job Details are as follows:

Discover. Innovate. Collaborate. Inform. A few words we use to describe a career at OCLC.

OCLC, a worldwide library services organization headquartered in Dublin, Ohio, is a leader in information technologies and innovative online services. With office locations around the globe, OCLC employees are dedicated to offering premier services and software to help libraries cut costs while keeping pace with the demands of our information-driven society.

Responsibilities:

• Support APAC Operations including learning various tools to document and generate Quotes, coordinate Orders and Invoices, update price lists, produce and run various reports periodically or upon request, document and research technical issues for CSD or Product team's further investigation, all in timely, accurate, and organized fashion. 
• Coordinate responses to Operations related inquiries, requests, and issues as reported by customers, business partners, and Asia Pacific regional offices.  
• Participate in internal and external product presentations and demonstrations to gain knowledge of OCLC products offered in the region and build up ability to troubleshoot product related technical problems reported by customers and business partners. 
• Gain knowledge of product offerings to coordinate responses to inquiries and requests about product offerings, as well as support marketing and presales activities in the region. 
• Document important key product offerings, and desires for product enhancements, product readiness, and product promotions in the region.
• Communicate with various OCLC offices and working groups to coordinate responses to RFP and tender requirements; perform special studies and conduct special projects as may be assigned by management.
• Provide verbal and written translations, English from/to one major Northeast Asian languages, Japanese (desired), Korean, or Chinese when tasks required.
• Act as a liaison with other sections, departments, and divisions, so that customers, business partners, and regional offices could rely on user support specialist to coordinate efforts on their behalf as needed to provide answers and solutions.
• Provide actionable operation feedback to management that enables meaningful process and improvement on product and APAC Operations in the region.

Qualifications:

• Master's degree in library and information science.
• Strong verbal and written communication skills in both English and one major Northeast Asian language: Japanese (desired), Korean, or Chinese.
• Demonstrated exceptional ownership and orientation toward operations support and customer service. 
• Ability to effectively communicate with and influence other working groups with analytic and information organization skills.
• Ability to handle high stress situations effectively with tact and diplomacy. 
• Ability and willingness to work a flexible schedule including evening work hours in certain circumstances.