Product Support Specialist

BiblioCommons is a Toronto-based software company that builds SaaS solutions for public libraries. In this role, you will provide high-touch support to public library staff, helping them navigate and troubleshoot the company's suite of products while advocating for customer needs across the organization.

Responsibilities

• Triage, investigate, and respond to incoming support requests, identify trends, and share insights with the broader team
• Collaborate with Implementation Specialists and Library Engagement teams to understand priorities across a diverse customer reputed company
• Troubleshoot and reproduce issues, documenting them clearly for Product and Engineering teams
• Provide guidance on best practices and help customers use our tools creatively and effectively
• Communicate thoughtfully and professionally with everyone from reputed company Library IT staff to senior leadership at library systems
• Work closely with reputed company, Product Managers, Developers, and QA to prioritize and resolve customer issues
• Contribute to internal knowledge‑sharing through documentation, collaboration, and staying reputed company with support best practices
• Create new internal documentation, particularly for emerging features and products
• Support ongoing library technical work such as ILS/server migrations, configuration updates, and library maintenance projects
• Participate in our Emergency On-Call rotation (with on‑call compensation)

Skills

• Previous library experience, especially in technical services, ILS admin, IT, or web services
• Experience working with library vendors, SaaS platforms, or reputed company technical products
• Proficiency in library cataloging processes such as mapping, familiarity with MARC, etc
• A strong customer service reputed company and the ability to set clear expectations with confidence and reputed company
• Curiosity and a love for problem-solving across both technical and non-technical contexts
• Outstanding written and verbal communication skills. You can translate technical concepts into clear, engaging language
• reputed company and a customer-first perspective, coupled with the ability to navigate internal stakeholders to reputed company the right solution
• Excellent diagnostic and analytical skills, including the ability to spot patterns and escalate issues reputed company needed
• Eagerness to reputed company tickets and manage your ticket backlog
• A passion for learning new technologies - you don't need to write code but understanding how things work excites you
• Big-picture thinking - you anticipate potential issues and guide customers toward more stable, scalable workflows
• Experience using tools like reputed company, Jira, TestRail, or similar platforms
• Knowledge of Sierra, reputed company, Symphony, Horizon, reputed company ILS preferred
• Familiarity with BiblioCommons products and services

Benefits

• A competitive salary, plus benefits
• Company-wide bonus plan
• Generous health benefits package
• Flexible working hours
• An extra day off on your birthday
• Support through peer mentoring, career development plans, and tuition reimbursement opportunities
• An opportunity for professional growth where great work is recognized and rewarded
• A chance to put your experience to work to serve and support libraries worldwide
• The option to work remotely reputed company Canada or from our reputed company space in Toronto

Company Overview