This position will require you to be located in Cleveland, OH *We are in a hybrid schedule, 2 days on campus and 3 days WFH.*

The Product Support Specialist is responsible for onboarding new Higher Education partners and providing quality support by answering inquiries, troubleshooting Kanopy product-related issues, and advising on best practices. The Product Support Specialist helps partners achieve success and consistent growth in product awareness and usage through excellent support, training, and resources. Responsibilities:

• Answer Higher Education partner inquiries via email, phone, and case queue. This includes fielding questions as an expert on Kanopy products; analyzing, diagnosing, researching, and reporting technical issues; supporting product enhancements; and advocating for partner feature requests.
• Execute onboarding tasks, which can include hosting an implementation call, coordinating platform development, coordinating authentication, and conducting partner training.
• Facilitate collection and budget updates including order entry into the order fulfillment system, answering budget, credit, and invoicing questions, and issuing invoice corrections.
• Meet weekly with team to review outstanding issues, customer satisfaction, and strategize ways to drive better results in support of strategic initiatives.
• Maintain accurate relevant partner data in Salesforce and other OverDrive databases.
• Support Sales team initiatives and requests like usage reports and trial setups.
• Other duties as assigned.

Requirements:

• Bachelor's Degree in related field preferred.
• 1-2 years of related experience with support, customer onboarding, and/or customer success.
• Experience working in the film or higher education library space is a bonus.
• Strong communication skills (written, verbal, and listening).
• Tech-savvy and eager to learn new technology systems, procedures, and skills.
• Organized, detail-oriented, and able to manage multiple tasks working with a variety of individuals.
• Working experience with invoicing or accounts payable systems preferred.
• Familiarity with Windows, Microsoft Office. Slack, Salesforce, Confluence are a plus.

What's Next:

As you've probably guessed, OverDrive is a place that values individuality and variety. We don't want you to be like everyone else, we don't even want you to be like us---we want you to be like you! So, if you're interested in joining the OverDrive team, *apply below *and tell us what inspires you about OverDrive and why you think you are perfect for our team.

OverDrive values diversity and is proud to be an equal opportunity employer