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eCommerce Case Specialist

Company: Midwest Tape
Location: Holland
Posted on: August 7, 2022

Job Description:

Job DescriptionMidwest Tape is a library-dedicated full-service media distributor providing physical and digital media to thousands of libraries across North America and beyond. We are strong believers in continually innovating to better serve our customers and deliver the best experience possible for the staff and patrons of public libraries. The Midwest Tape family of companies includes hoopla digital, the fastest-growing library app serving digital media to patrons, and Dreamscape Publishing, the library-first publisher of audiobook and video. Our international headquarters, built in 2016 to house our distribution center and support teams, is located in Holland, Ohio. As we build our team to support the ongoing growth of our business, we are looking for enthusiastic team players dedicated to delivering best-in-class service for our library customers and their patrons.Position Summary:Assist the Support Lead in answering, organizing, and gathering customer feedback from our digital library customers, as well as testing upcoming releases.Primary Duties and Responsibilities:To perform this position successfully, an individual must fulfill the knowledge, skill, and/or ability requirements listed below.

  • Manage Salesforce Cases with bugs/enhancements entered from the Sales Team and related to the feedback from digital libraries.
  • Troubleshoot and provide help to internal teams so they can better help librarians with any issues they are experiencing as well as ensuring all teams are aware of said feedback.
  • Review Salesforce cases entered from Sales Team and determine if they are bugs or enhancements.
  • Monitor task systems and other bug tracking software to provide status updates or resolutions for all bugs and enhancements.
  • Work on monthly reported errors when time permits and collect data for reporting on said errors.
  • Organize enhancement requests related to feedback about physical library platforms and collaborate with Production Support Lead.
  • Present summaries of bugs, feedback, and requests monthly or bi-weekly to IT Web Manager, Testing Manager and Product Managers.
  • Attend all necessary SCRUM ceremonies and participate by bringing feedback when needed.
  • Create reports and monitor results pertaining to issues and concerns.
  • Attend Digital Library Forums as needed and report on all feedback.
  • Work with Product Owners to learn priorities and receive training for troubleshooting.
  • Backup other Case Specialists.
  • Test releases as time permits. Testing is secondary, but critical to keep one foot in the development process.Skills:
  • Maintain a team-oriented working environment that allows for individual differences and provides for individual growth.
  • Effective communication skills, both oral and written, including the ability to communicate technical issues
  • Experience at working both independently and in a team-oriented, collaborative environment.
  • Ability to elicit cooperation from a wide variety of sources, including upper management, clients, and other departments.
  • Advanced Computer skills, including Microsoft Office 2007 with particular emphasis on MS Excel abilities including filtering and pivot tables.
  • Familiarity/Use of Business Objects and data warehouse structures a plus. Preferred Education Requirements:
    • Associates or bachelor's degree in related field Preferred Required Experience:
      • Familiarity website design
      • Customer service experience is an asset, but not a requirement.
      • Familiarity with the tools, concepts, and methodologies of website / mobile application testing.
      • Experience with SAP is an asset, but not a requirement.
      • Previous lead or supervisory experience Physical Requirements/Work Environment:The work environment characteristics and physical demands described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
        • Overtime may be required in meet project deadlines.
        • Ability to control emotions under various levels of pressure, stress and fast paced activities
        • Sitting for extended periods of time.
        • Dexterity of hands and fingers to operate a computer keyboard, mouse, and other devices and objects.
        • Physically able to participate in training sessions, presentations, and meetings.

Keywords: Midwest Tape, Toledo , eCommerce Case Specialist, Other , Holland, Ohio

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