- Experience
- 1–2 yrs
- Salary
- —
- Openings
- 1
- Posted
- 4 hours ago
- Work mode
- In office
- Education
- Bachelor’s degree
- Eligibility
- Candidates with a relevant bachelor’s degree and 1–2 years of experience in customer onboarding, support, or customer success are preferred. Applicants should be comfortable working with technology and collaborating with different internal and external stakeholders.
- Resume
- Required to apply
Job description
Role overview
As a Product Support Specialist focused on public libraries, you will help onboard new partners, resolve product-related questions, and encourage effective use of OverDrive solutions. You will work closely with a Territory Team to strengthen partner relationships and support continued growth in product awareness and usage through guidance, training, and responsive support.
Key responsibilities
- Respond to partner questions quickly and with accuracy and empathy through email and phone, while acting as a knowledgeable resource on OverDrive products. You will investigate issues, identify causes, and work toward practical resolutions, while also representing partner feature requests internally.
- Support a smooth onboarding journey by leading implementation calls, explaining technical needs clearly, and coordinating training for partner teams. You will also help introduce new launches and product improvements, while collecting and passing along partner feedback to internal stakeholders.
- Work alongside the Territory Team to review partner accounts and shape action plans that improve results and support larger strategic goals.
- Carry out partner audits to check whether libraries are using available tools and features effectively to improve visibility, usage, and patron impact. You will spot opportunities for improvement, share tailored recommendations with partners and the Territory Team, and summarize findings.
- Keep partner records accurate and current in Salesforce and other internal OverDrive systems so account management and reporting remain reliable.
Requirements
- A bachelor’s degree in a relevant discipline is preferred.
- 1 to 2 years of experience in customer onboarding, customer support, or customer success.
- Strong communication skills, both written and spoken, along with the ability to build positive working relationships.
- Comfort with technology and a willingness to learn new systems, tools, and processes.
- Strong organization, attention to detail, and the ability to handle several tasks while working with different people.
- Experience with Windows, Microsoft Office, Slack, Salesforce, and Confluence.
About the hiring process
OverDrive values individuality and welcomes people who bring their own perspective. If this opportunity interests you, you would be expected to share what motivates you about OverDrive and why you believe you would be a strong fit for the team.