ByWater Solutions was created with the express goal of changing the way libraries interact with their software and the vendors who support them. We believe that libraries deserve to have access to a personalized, comprehensive support system at a reasonable cost. Our company is made up of a small and close-knit group of librarians, book lovers, technology and data geeks, Tolkien fans, space nerds, knitters, marathon runners, animal lovers, and most importantly, library lovers and open-source fanatics.

We are currently seeking an individual for our Support Department who will work directly with our library partners.

Job Overview

ByWater Solutions is the leader in library automation systems customer support. Our highly personalized service empowers our partners to achieve their goals and meet the needs of their patrons and communities.

As a Partner Support Advocate, you are responsible for managing partner support requests, and providing best-in-class customer support while maintaining a positive and collegial working environment within the organization.

Key Responsibilities

• Provide support for our partners through email, chat, and phone.
• Demonstrated ability to create SQL scripts
• Documentation and resolution of issues, with 80% of issues resolved on initial contact
• Proper escalation of issues to the correct teams through classification of issues.
• Support for ByWater Solutions supported software
• Up to ~5% travel
• Other duties as assigned

‬ Preferred Qualifications

• At least 1 year of customer service experience in the technology or library industry.
• At least 1 year of active use within an ILS during a recent role
• Demonstrated knowledge of IT service procedures including ticket systems.
• Ability to work independently and also collaboratively across departments.
• Proven track record of providing customer satisfaction and building brand loyalty.
• Excellent communication and interpersonal skills.

Salary: $59,000/Annually

Please send your resume and cover letter to HR@bywatersolutions.com.

This is a full-time, telecommuting (permanent) position that requires working from home with minimal travel requirements.

ByWater offers performance bonuses, 401k, medical, great pay, on-the-job skills training, and the chance to work with a talented group of team members.

ByWater Solutions, LLC is an equal opportunity employer and will provide equal employment opportunity to employees and applicants for employment and will not discriminate against employees or applicants based on race, ethnicity, religion, color, sex, pregnancy, national origin, age, military veteran status, ancestry, sexual orientation, gender identity or expression, marital status, family structure, genetic information, or mental or physical disability (and medical condition). ByWater Solutions participates in E-Verify.