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Date: Wed, 15 Nov 2006
From: Mark Kendall (SAGE Pubns.) <mark.kendall_at_sagepub.com>
Subject: Position Announcement
SAGE Publications, a privately owned multi-national leading academic
and professional publisher of books, journals, and electronic media,
located in Thousand Oaks, California, with offices in London and India,
is currently seeking a Tech Support Rep. The Technical Customer Support
Rep (TCSR) is responsible for ensuring optimal customer service to our
library subscribers for our electronic products. The TCSR will support
customers through telephone support, email and site visits.
Duties & Responsibilities
Research, analyze, and assess Sage products on library catalogs and
aggregators sites. Collaborate with collection development librarians
who have purchased Sage electronic products. Candidate will work with
the libraries and consortia to finalize holdings and maintain new
acquisitions. Establish trials and pilots as requested by collection
development librarians and Sage Sales Reps. Provide lead role in
training new Sage electronic customers and apprise Sage Customer
Service/Circulation personnel of new industry standards and changes to
platform. Coordinate troubleshooting of issues relating electronic
products including access, maintenance, and other performance matters.
Design workflow, streamline processes, establish and document
procedures to post to the web for online technical support. Ensure the
quality and integrity of the acquisition, electronic resources
management, and serials control modules of the Horizon integrated
library system among others. Coordinate public access to electronic
journals through support and maintenance of link resolver software
(i.e., SFX).
Qualifications
Experience with AACR2, MARC, OCLC, and LC classification and subject
heading schemes. Voyager integrated library system experience is
strongly desired. 3-5 years of customer service management background,
preferably within a call center environment. Proficient with Microsoft
Suite products. BA Degree preferred. Sales and Marketing background
within a subscription environment necessary. Proficiency and expertise
in Magazine or Journals circulation.
Qualified candidates should send their resumes and cover letters to
hr.resume_at_sagepub.com or fax their resume to (805) 375-1720. No calls
please.
Mark Kendall
Director, Library/Consortia Sales
SAGE Publications
2 Spillway Lane
Concord, NH 03301
Tel. and Fax: (603)224-1923
mark.kendall_at_sagepub.com
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Received on Wed Nov 15 2006 - 16:20:36 UTC