• Senior Online Technical Support Analyst

    Location US-CA-Thousand Oaks | US-CA-Thousand Oaks
    Posted Date 3 months ago(1/25/2018 5:06 PM)
    Req #
    # Positions
    Circulation (US) - Circulation
  • Overview

    SAGE Publishing is looking for an experienced Senior Online Technical Support Analyst to support the Online Technical Support team at SAGE, in our office in Thousand Oaks, CA.  

    The position is newly created, to provide better support to our global customer base for the more technical challenging requests. The role involves acting as a liaison between customers and technology partners for more challenging requests. Tailoring your language to the audience will be key – gathering key information for customers and experimenting with solutions in an engaging way, whilst conveying and packaging a complete case study of the issue to a partner for the swiftest identification and resolution of the issue possible.  The successful applicant will be able to demonstrate that they can effectively communicate with both technically and non technically minded audiences 

    A successful applicant would demonstrate a wide range of personal attributes, technical know-how and a genuine interest in providing good customer service.  

    Essential Job Functions & Responsibilities

    Customer Focus: 

    • Provide superior customer service to SAGE’s global academic customer base  
    • Going the extra mile for our customers is a core principle in the team, this should come naturally to you 
    • Tailored and personalised communication is a key part of good service  this would mean you need to be able to speak the “language” of non technical academic staff as well Solution Architects from our platform providers  
    • Willingness to collaborate and break down departmental silos to ensure customer’s needs are met by keeping ownership of the problem 

    Problem solving skills:  

    • Having the confidence in making decisions based on your own knowledge and investigations 
    • Not being afraid of "we have never seen this before" However, also don't be afraid of taking on feedback and other suggestions to ensure a better and/or quicker resolution.  
    • Generating customer focused solutions within reasonable timeframes 
    • Collaborate and work with a wide range of teams across the globe to gather information, and then turn those information into precise problem statements and workable solutions  

    Industry and technical knowledge: 

    • A genuine interesting in the academic publishing industry and having publishing platform experience would be an advantage 
    • Experience on access control systems  
    • Knowledge and appreciation of how the internet works as well as the basics of internal networks 
    • Understanding of LMSERM and other library systems would be of advantage 
    • Understanding of SAML, PHP, HTML and proxy servers 


    Vendor management / facilitation 

    • Develop good working relationship with vendors 
    • Understand their language and communicate appropriately  
    • Own the process of raising and solving customer problems with our vendors 
    • Represent the interests of the customer in bug and enhancement prioritisation meetings 


    General skills 

    • Interest and curiosity in learning new processes and sharing your knowledge with others through training documentation, training session and ad hoc questions 
    • Being a good team player by actively trying to break down the barriers within your own team, as well as other teams across the globe 
    • Feeling confident in working independently and in a global team environment 
    • Keen to champion in-house systems to assist others  
    • A desire to share and train your knowledge to the wider team  

    Qualifications & Education

    • A minimum of 3 years of demonstrated customer service and troubleshooting experience  
    • Strong problem solving experience ideally in an IT environment 
    • Previous publishing experience is not mandatory but advantageous  
    • Proficient in the use of the Microsoft Office Suite 
    • Previous use of bug or project tracker tools, for example JIRA by Atlassian 
    • Strong literacy skills  
    • Bachelor’s degree or equivalent work experience required. 


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