Ithaka Harbors, Inc
Partner & User Support - Specialist (Administrative)
Ann Arbor, MI
ITHAKA is seeking a Partner & User Support Specialist to help users get the most out of our products and services. At ITHAKA, we help to make higher education and access to knowledge more affordable, improving outcomes for students and researchers, and preserving knowledge for future generations. We help institutions and individuals accelerate the impact of research and learning through diverse services - JSTOR, Artstor, ITHAKA S+R, and Portico.
The Partner & User Support Specialist supports the features and functionality of JSTOR and Artstor. These platforms make academic journals, books, documents, images and other materials available to millions of learners around the world.
The Partner & User Support team connects with students, librarians, and researchers to offer multi-channel support via phone, email, live chat, and Twitter. We are experts in all areas of the products we support. We troubleshoot potential bugs, document feature requests, and collaborate with one another on special projects. Doing what is in the best interest of the user is at the heart of what we do. We're constantly learning and improving our approach to ensure high customer satisfaction.
Sure, you'll be handling a lot of emails and phone calls in this role—that will always be there—but support is so much more than grinding through a queue. This is a real problem-solving job. As part of our team you'll likely get your hands dirty with a bit of everything. You'll have influence in determining how best to contribute your talents and skills. There's room for innovation when it comes to better serving our users. We care about your professional development and career goals. We provide opportunities for training to grow your skills as a support professional that will serve you for years to come.
What do we need you to bring? A mix of compassion, communication skills, and technical knowledge that help you intuitively and proactively solve user problems and advocate for them. You're patient, an active listener, and you're naturally curious with a strong desire to learn. You value a good old-fashioned work ethic and take initiative and ownership to see things through to completion. You aren't scared of a challenge. When you don't know something, you embrace the chance to grow and get better.
Experience and Skills:
Work for ITHAKA
We are committed to our organizational values of belonging, evidence, speed, teamwork, and trust.
Our team is passionate about our mission and supporting one another. We enjoy working together to create opportunities for people to learn and grow. We bring that same commitment to helping our teammates develop in our careers and our lives. One of our core values is belonging. We embrace differences. We believe that the things that make each of us unique are the things that help us see new insights and build better solutions.
Learn more about Working at ITHAKA.
Interested candidates can submit their resume, a detailed cover letter, and salary requirements.
We are proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants receive consideration for employment without regard to race, color, sex, national origin, gender identity, sexual orientation, age, religion, domestic violence victim status, veteran status, disability, history of disability or perceived disability, or other status protected by law.
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