Under the general supervision of the Electronic Resources Manager, this position performs duties to support the department, individuals, and institutions in effectively using the State Library’s electronic resources including Discus – South Carolina’s Virtual Library.
The Customer Support Specialist will conduct a range of tasks with responsibilities which may include:
- Serve as the initial point of contact in investigating and resolving technical issues, such as access to and functionality of electronic resources, submitted to the Help Desk.
- Update tickets with appropriate comments and close tickets with resolutions entered in a timely fashion.
- Maintain information on participating institutions in the agency tracking system.
- Communicate via phone and email with user communities and vendor partner support staff to ensure requested changes are completed correctly and in a timely fashion.
- Conduct annual institutional update.
- Complete steps to integrate new participating institutions by sending relevant documentation, notifying vendors of new participants, completing records set-up, and updating listservs, mailing lists, and newsletters.
- Conduct research to identify new eligible participating institutions.
- Distribute and monitor supplies of promotional materials.
- Create “welcome” email packets for new institutional contacts.
- Coordinate annual Discus school promotional kit planning, packing, and distribution.
- Prepare promotional materials for the Training Coordinator to use in trainings and exhibits.
- Consult with participating institutions for effective electronic resource linking.
- Maintain a daily Discus social media and online presence by creating and posting appropriate and relevant content to Discus Facebook, Twitter, and Instagram using automated scheduler.
- Provide the Training Coordinator with support before, during, and after training and exhibit events and maintain statistics for agency management.
Minimum Requirements:
- A high school diploma and relevant program experience. A bachelor’s degree may be substituted for the required program experience.
Preferred Qualifications:
- Two (2) years of customer support experience.
- Proficient in MS Office Suite.
- Excellent verbal and written skills in order to provide effective phone and email support.
- Ability to apply analytical and problem-solving techniques to technical issues to achieve a satisfactory resolution.
- Ability to handle customer interactions with diplomacy and tact.
- Ability to conduct online research using the Internet.
- Must be able to gauge the customer’s technical ability and communicate with them appropriately.
- Must be able to learn and support new and changing technologies.
- Must be detail oriented, able to demonstrate strong organizational skills, and able to work in a team environment.
- Knowledge of Help Desk technologies.
Additional Comments
As an EEO/Affirmative Action Employer all qualified applicants will receive consideration for employment without regard to race, color, religion, age (over 40), sex, including pregnancy and childbirth (or related medical conditions), sexual orientation, gender identity, national origin, disability, or veteran status.
The State Library actively promotes professional development and learning opportunities for staff. Work takes place in an office environment. Occasional day travel may be required.
- Supplemental questions are considered part of your official application. Any misrepresentation will result in your disqualification from consideration for employment.
- Please complete the state application to include all current and previous work/salary history and education. A resume will not be accepted nor reviewed in lieu of a completed state application to determine if an applicant has met the qualifications for the position.
- Please include a cover letter, resume, and three professional references. Reference and background check will be conducted.
- Starting salary range $27,527 - $34,000 depending on experience.
- Benefits Include: vacation (15 days per year); sick leave (15 days per year); holidays (13 days per year), standard benefits package and South Carolina State Retirement System.
All applications must be submitted online at
If you have any questions concerning this job posting, please email Deborah Pack, Human Resources Director at dpack@statelibrary.sc.gov.
