Product Support Specialist (Kanopy)
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.