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** VP Customer Success & Experience

**Department** Customer Success & Experience

**Location** **Melbourne HO, or Remotely NSW or QLD, AUSTRALIA**

**Role Brief** Be a key contributor to our customers’ experience and

retention by providing outstanding global customer

support.

Key focuses on solving customer issues; as well as liaising

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 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

customer projects, on time and within budget and with a key focus

toward ongoing customer 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

Library Solutions Consultant Page 1 of 5

**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
- Basic technical understanding and knowledge of Microsoft
- A good understanding of customer requirements related to Libero

and other complementary systems
- High level of analytical and problem-solving skills
- Ability to communicate appropriately with customers and explain

technical issues to non-technical users
- Excellent attention to detail
- Customer 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 regarding 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 utilise the software to achieve business outcomes

Library Solutions Consultant Page 2 of 5

**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 Support Service Scope
- Record all calls / actions (self or internal) / follow up within Support

Ticket System
- Proactive follow up with the customers 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
- Contribute to team culture
- Ability to work a rotating roster
- As a priority, contribute daily to the agent and customer knowledge

bases within Support Self-Service Portal and Ticket system

**Training & Consulting**
- Successfully deliver 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 customer

responses
- Contribute to the development of training policy and documentation

for customers
- Successfully deliver consulting services and provide mentoring and

general product advice to customers
- Contribute to consu