Library Solutions Consultant

**Libero Systems Pty Ltd**
**ABN**: 87 651 322 771

**Address**: Level 8, 31 Queen St, Melbourne VIC 3000

**Post**: GPO Box 314 Melbourne VIC 3001

**Position LIBRARY SOLUTIONS CONSULTANT**

**Reports To **Global Support Team Lead

**Department** Customer Success & Experience

**Location Melbourne HO, AUSTRALIA**

**Role Brief **Be a key contributor to our customers’ experience and retention by providing outstanding
global customer support.

Key focus on solving customer issues; as well as liaise with customers and other customer
service teams to provide high level advice, insights and feedback.

Be a key contributor to global projects, service delivery and support and provide an
outstanding customer experience to our customers across multiple channels and regions.

**Key Attributes**
- Strong Customer Focus & Communication
- Listening & Approachability
- High Attention to Detail
- Time Management
- Ability to Work in a Team & Autonomously

**Responsibilities**
- Library Management Systems Product Expert
- Respond to allocated tickets in a timely manner in line with relevant SLA and working

through to resolution
- All calls / actions (self or internal) / follow up must be documented within Support

Ticket System to ensure continuity of service should tickets need to be re-allocated

due to availability and/or shift change
- Provide training and consulting services to successfully deliver client projects, on time

and within budget and with a key focus toward ongoing client retention and

engagement.
- Participate in meetings and calls with customers and be a trusted advisor with regard

to best practice for Libero
- Contribute daily to the internal and customer knowledge bases

**Libero Systems Pty Ltd**
**ABN**: 87 651 322 771

**Address**: Level 8, 31 Queen St, Melbourne VIC 3000

**Post**: GPO Box 314 Melbourne VIC 3001

**KPIs**
- Support Ticket KPIs includes first response, rate of resolution and agent utilisation
- Services are delivered accurately and on time / within project timeline
- Initiative and contribution to best practice and product development
- Customer Satisfaction

**Experience & Skills**
- Qualification and/or relevant working experience relating to Library Management

includes specific operational know-how, current library processes and systems, etc.
- Experience working in support teams
- Experience working in consulting for software solutions and/or service delivery

technology and architecture
- A good understanding of customer requirements related to Libero and other

complementary systems
- High level of analytical and problem-solving skills
- In depth product knowledge of Libero to help fulfil key duties
- Ability to communicate appropriately with customers and explain technical issues to

non-technical users
- Excellent attention to detail
- Client focused
- Excellent communication, both written and verbal
- Consulting and Training presentation skills
- A true passion for Customer Success & Experience

**Key Duties**
**Product Expert - Library Management Systems**
- Strong understanding and knowledge of requirements and needs for different Library

types with regard to Library Management processes including how our products can

work with partner technologies
- Competently and confidently expound the capabilities of our Products
- Understanding of our solutions, the services offered and how our customers utilize

the software to achieve business outcomes

**Libero Systems Pty Ltd**
**ABN**: 87 651 322 771

**Address**: Level 8, 31 Queen St, Melbourne VIC 3000

**Post**: GPO Box 314 Melbourne VIC 3001

**Customer Support**
- Provide technical and non-technical support to customers and work within the

Service Level Agreement (SLA’s)
- Record all calls / actions (self or internal) / follow up within Support Ticket System
- Proactive follow up with the customer to ensure full resolution of issues in the

shortest amount of time
- Manage assigned queues and ensure all new / unassigned tickets are distributed

accordingly
- Update customers consistently on the progress of their issue (ticket)
- Ensure all unresolved issues (P1/P2) are escalated as appropriate and assigned
- Participate in LIBERO online customer portal ( i.e. discussion, moderation, etc.)
- Contribute to team culture
- Ability to work a rotating roster
- As a priority, contribute daily to the agent and customer knowledge bases within

Support Ticket system

**Training & Consulting**
- Success delivery training services within the allocated time includes webinar-based

new implementation training and functional or ‘How To’ training
- Prepare presentation and training communication
- Follow up training queries with relevant teams and prepare client response
- Contribute to the development of training policy and documentation for clients
- Successfully deliver consulting services and provide mentoring and general product

advice to clients
- Contribute to consultative pre-sales support queries as required

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